CX Insights
Recent CX Insights
Strategies to Lead a Successful Work-at-Home Contact Center
This white paper examines how WAH changes agent recruitment, equipment, training, team leadership and introduces new Human Resources (HR) and employment law issues.
Personalizing The Omnichannel Journey: Insights for Contact Center Operations
Across various industries, companies are shifting their approach to become more customer-centric, which leads to the reorganization of customer care strategies. Traditionally, cost was the primary consideration for customer care, resulting in a focus on efficiency. Today, however, executives realize the strong impression that customer experiences make.
The Future of Customer Experience
Contact centers that are equipped for the future will rely on computational linguistics, artificial intelligence, and natural language processing to improve interactions with customers. A strong omnichannel approach, allowing customers to communicate via live agents or digital service depending on their preferences and the situation will be key. An approach promoting meaningful interactions can result in both happier customers and happier agents.