“What’s important to remember is that customer journeys aren’t created; they’re discovered…” Jake Sorforman of Gartner Agents play a vital role when it comes to your contact center.  By interacting with your customers on the daily, they witness first-hand what their...

When creating you Quality Management plan, make sure to involve your agents during the design process.  Your frontline are the ones talking to your customers every day.  Getting their perspective can really help shape your company culture and drive your organization...

Reducing customer effort is essential when it comes to enhancing the customer experience.  Consumers today want their lives to be as easy as possible.  Businesses hoping to compete in this modern marketplace need to adapt their customer-facing strategies to...