
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.

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.

How Real-Time Visibility Builds Trust Into Every Service Appointment
Are you looking at providing real-time appointment updates to your field service customers? Make sure you have the best practices in place first.

How the Estée Lauder Companies Started Selling Its 29 Brands From Home and Across the Globe
Sales of eyeshadow and mascara - anything above the mask line - got a makeover in the wake of COVID-19.

Customer Effort Score Cracks the Top 5 Most-Measured Service Metrics
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?