Technology & Services

October 12, 2021

Contact Center

How to Manage (and Reduce) Call Center Call Volume

Having strategies in place to be able to effectively manage and reduce call center call volume and wait times for…

September 30, 2021

Contact Center

5 Reasons Why You Need a Call Center Quality Monitoring Scorecard

When designed effectively, call center quality monitoring scorecards can bring a ton of value to customer service organizations, particularly call…

August 12, 2021

Customer Experience

How to Improve Customer Experience and Employee Engagement: Advice from 14 Leading Brands

Each year we’re excited to bring together some of the most innovative and influential leaders who are doing the important…

July 1, 2021

Contact Center

26 Tips for Improving Your First Call Resolution Rate

First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells…

June 8, 2021

Contact Center

How to Write the Perfect Customer Service Job Description (with Examples)

When you’re looking for a job, it’s who and what you know that helps you land the opportunity. When you’re…

February 12, 2021

Digital Experience

8 Insightful Personalization Stats That Matter in 2021

There are more than 1.74 billion websites worldwide striving for users’ attention ­– and superior customer experience has become the ultimate differentiator…

January 28, 2021

Digital Experience

7 Key Metrics for Evaluating Mobile App Experiences

At the enterprise level, the success of your mobile app – like increased engagements, sales, and loyalty – hinges on…

December 17, 2020

Digital Experience

8 Stats You Need to Know About Mobile Apps in 2021

Mobile apps start and end with the user. The difference between a successful mobile app and one that fails is…

October 22, 2020

Contact Center

12 Rewards and Recognition Ideas for Customer Service Teams

It pays to invest in employee engagement. After all, companies that take the time to create employee rewards and recognition…

September 22, 2020

Digital Experience

5 Tips for Increasing Online Conversions for Telecoms Businesses

The global telecommunications industry is booming, even amid COVID-19. Some point to the new normal of remote working and distance…