News & Insights

“Data” is a word that evokes many different thoughts and emotions from people. Some hear it and assume every answer to their questions will be instantly answered. Others […]

The following blog post was written by Fred Stacey and is re-published with his permission: Most of my followers/readers know that I try to post my own images […]

In a recent article, Shelby Faris discusses the significance in contact centers maintaining PCI (Payment Card Industry Data Security Standards) compliance. Not only can organizations be fined for […]

Turnover is very high in many call centers. The environment can be chaotic and the demands on agents can be very high, leading many to get burned out […]

In a recent article, Mariia Aleksandrova discusses why it’s important for companies to serve their customers on mobile platforms. Highlighted are several reasons that include amount of time […]

A recent article by Ryan Kh discusses how Customer Loyalty Index can be used to measure companies’ effectiveness in providing service that retains customers. After seeing loyalty scores, […]

Are your surveys biased? In a recent article by Martin Powtan, a critical point is made that biased surveys can produce useless responses. The following are ways Powtan […]

In a recent article, Luke Williams examines the following concepts to help companies improve their customer experience: Digital Feedback and Measurement Finding Key Drivers and Root Causes Role-Specific […]

Do customer surveys matter? Are they still useful, or do customers get tired of them and ignore them or answer dishonestly? In a recent article, Martin Powton discusses […]

The process of selecting the right cloud-based call center software solution is lengthy and time consuming. A Google search, colleague referral, and a few phone calls to vendors […]