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?

Learn how to win over loyal customers with strategic pain point analysis, efficient self-service tools, and intelligent automation.

Are you looking at providing real-time appointment updates to your field service customers? Make sure you have the best practices in place first.

Sales of eyeshadow and mascara - anything above the mask line - got a makeover in the wake of COVID-19.

Service professionals are measuring how much work it takes for a customer to get the information they need from their brand. What can you do to improve that score?