News & Insights

Does your company gather valuable customer insights from your brand’s digital channels? According to an article by Maria Marinina, the data within digital channels can be just as […]

An article by Gautam Mahajan discusses customer value, and how the author feels there are often misconceptions about customer value. The following items provide a brief summation of […]

In a recent article, Kelsey Brazill discusses how customer expectations are shifting. This is a result of increased accessibility due to communications channels such as email, live chat […]

“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 […]