Customer Experience News & Trends

The one tool you need to use more in tough times

When your company or industry faces tough times, this is the one thing you should do more.

Why customers hate IVR – and what you can do to make it better

Customers may say they hate IVR, but they’ll use it if it’s good. Here’s what they hate most and how your contact center can do better.

The top 10 goals of contact centers in 2011

Have you set the right course for 2011? Here’s what other contact center leaders plan to accomplish this year.

Here’s one service tool you should never cut

Here’s one service tool you can’t afford to cut from your customer contact operations – ever.