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CX Metrics That Predict Business Outcomes
Most organizations track customer experience metrics because they are supposed…
Technology
Articles about technology trends, best practices, and more.
Optimizing Operational Readiness: Enhance Your Contact Center Before Vacation
As summer approaches, out-of-office messages are being prepared, schedules are being cleared and contact center managers may find themselves grappling with the impending challenge of stepping away from their roles….
What Customers Never Tell You Before They Leave
Most organizations think customer churn begins with a cancellation. In reality, the decision to leave is often made weeks or even months before a customer takes action. The cancellation itself…
Proactive Fraud Prevention via Contact Center Engagement
Most organizations treat fraud prevention as a back-end problem. Transactions get flagged. Accounts get frozen. Customers get letters. By then, the damage is already done. What is far less common,…
CX Metrics That Predict Business Outcomes
Most organizations track customer experience metrics because they are supposed to. Net Promoter Score gets included in a quarterly deck. CSAT scores appear in an agent performance report. Customer Effort…
Contact Center as a Competitive Edge
For decades, the contact center lived on the wrong side of the balance sheet as a necessary overhead, a headcount problem to minimize, a function to outsource and forget. That…
The True Cost of Long Hold Times
If callers are waiting more than two minutes to reach an agent, the organization is not just providing a subpar experience. It is actively handing revenue to a competitor, eroding the loyalty built through careful effort, and feeding a cycle of bad reviews that is increasingly difficult to escape.
