Blog: CX Analytics
Recent Posts
Customers want to be heard in times of uncertainty, but massive call spikes and closed offices are some of the challenges getting in the way of the human connection that’s desperately needed...
Contact center associates have long been at the front line of customer issues but historically, companies have not typically tapped their insight for new customer solutions. What if, instead of...
In times of crisis -- like right now -- people are naturally anxious. They are unsure of what will happen next. They have questions. They need answers. And in many cases, they are looking to...
These 4 webinar takeaways focus on the strategies to move your workforce home, weather uncertainty, and ultimately move beyond emergency mode: 1. Evaluate work-from-home readiness In a truly global...
Work-from-home options are becoming the norm as companies manage through social distancing concerns while sustaining business continuity. The contact center industry is no different. Large...
Contact center agents are tasked with providing an exceptional customer experience for the brands they represent. They’re the first line of defense and an integral representation of the...
It’s unquestionable that contact center compliance teams are data driven. From measuring call volume to completion rates, it’s critical for organizations to collect compliance data in order to...
What insights can be found in the many photos, images, and other visual content that brands use to convey messages to customers? In a survey of more than 10,000 consumers and professionals across...
It’s unquestionable that brand loyalty has suffered at a time when consumers have a multitude of product choices—but it’s hardly dead. A recent study by the research firm Brand...
Does your business need a call center or a contact center? Although these terms are often used interchangeably, there are key differences between these common business communication models....