Don’t settle when it comes to talent during busy season. There’s a lot to look forward to during the holiday season, and I’m not just talking about “All I...
CCW Digital releases a special report about remote agents There’s no denying it. Contact centers across the country are feeling the pressure to compete for talent. With undeniable evidence...
Matching culture and language resolves customer needs faster When the trend of U.S. businesses offshoring their customer service began a couple of decades ago, the opportunity to cut costs...
Ensure your contact center customer service is on point Customers view the phone sales and service support they get from a product or brand as an essential part of...
How to detect and prevent omnichannel failures When contact centers live and die by the customer experience, the rise of “omnichannel”—or any other hotly debated customer experience issue—deserves due...
Consider a future where not all channels are the same As technology becomes more integrated into our daily lives, the lines between our experiences online and what we do...
Automation makes great human service even more critical for brands The future of customer service will be automated. That’s a top takeaway from a recent Gartner research report , which...
Contact center work hasn’t evolved with workers’ needs, agents say The first word Lourdes used to describe her work in a contact center was “nightmare.” “You’re really, really micromanaged...
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