If you fail to plan, then you’re planning to fail. Human creativity is critical in the customer service contact center. Planners must address these three things to set agents up for success.
Learn how Fike, a 75-year old industrial safety parts manufacturer, connected field service to the broader organization to solidify it as a critical function.
As customers gravitate en masse toward digital self-service channels, it's critical to track and measure your performance. But how? The answer is understanding Return on Experience.
Pacers Sports & Entertainment transformed its digital marketing to get more personal with basketball fans using real-time, cross-channel messaging.
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.
Connect the digital and human experience to build confidence and trust, for both your employees and customers.
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.
Many organizations needed help to continue their purposeful work during the pandemic. Here are six inspiring highlights.
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.
Customer experience involves a lot more touch points than just your service agents. Shouldn’t your service approach reflect that?