Call Center Resources & Insight

Social media has a tremendous power to create legions of brand advocates or destroy all good will, seemingly overnight. For example, fast food brand Wendy’s has earned a cult following through its... Read More

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Even in circles of seasoned contact center and customer service professionals, there seems to be some confusion around where customer experience (CX) best fits in an organization. To better understand CX, and... Read More

Every year the market research company Forrester publishes its U.S. Customer Experience Index. The latest report reveals that in the total CX equation, emotion is the number one driver of positive experiences... Read More

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Great communicators and leaders will tell you the importance of considering your audience before starting any endeavor. Surveys are no different, but who is this mysterious audience? What do they want from... Read More

 Understanding the pain of your customer is the beginning of good design. Spending time observing, empathizing, and experiencing customer problems is foundational. Take for example, when we embedded a software product manager... Read More

You know that scene in the heist movie? The one that comes right after the criminals rob the bank but right before the cops bust in? When the ringleader says, “We’ve got... Read More

In this fast-paced digital world, customers typically use digital first to engage – and speaking to you (either coming into your store or having a meeting with you) is often the last... Read More