Workforce Engagement Drives Operational Efficiency in Contact Centers — Here’s How
It's hard to predict service case volumes, and even harder to make sure customers are connected with the right agents on the right channels at the right time. Many organizations — including Salesforce — have rethought how they run the contact center. Here's what we know.
Retail Needs Haven’t Changed: The Buying Experience Has With CarMax
Connect the digital and human experience to build confidence and trust, for both your employees and customers.
How Automation Helped My Company Create an Agile Field Service Workforce
When the pandemic hit, Mobile Technologies Inc., a global leader in retail merchandising and services, accelerated a plan to digitize field service management and create an agile workforce. Here are five takeaways.
Purpose-Driven Work Helped PwC Guide Clients Through the Pandemic
Many organizations needed help to continue their purposeful work during the pandemic. Here are six inspiring highlights.
The All-Digital Customer Has Arrived — Is Your Business Ready?
What does it look like to market, sell, and engage your audience from anywhere? Our latest customer stories featuring Sonos, e.l.f. Cosmetics, and Spalding show how to get more from digital.
How New York Life’s Retail Annuities Team Is Rethinking Call Center Metrics
How the Retail Annuities team of a life insurance company with a more than 175-year history is redefining its call center metrics to support new business objectives and improve employee retention and growth.
How Collaborative Customer Service Improves Customer Experience and Accelerates Agent Productivity
Customer experience involves a lot more touch points than just your service agents. Shouldn’t your service approach reflect that?
Want Happier, More Engaged Customers? Define Your Digital Customer Service Strategy
Learn how to win over loyal customers with strategic pain point analysis, efficient self-service tools, and intelligent automation.
Industry Leaders Highlight the 3 Trends in Customer Service You Need To Know Now
Elevated customer expectations, a bump in digital investment, and a concentration on customer service as a career path are changing the industry forever. These Trailblazers are refusing to be left behind.
4 Measures for Governments To Consider When Evaluating a Cloud Smart Service Provider
Choosing a cloud service provider can be more straightforward for your agency if you take the following into consideration.