Customer Experience News & Trends

How to avoid no-shows

The weather is so nice, even the most diligent agents are tempted to play hookey. Here’s how to avoid absenteeism.

How to get agents to embrace quality monitoring

Contact center agents may never love quality monitoring but here are three ways to get them to embrace and learn from it.

Hungry for customer feedback? How to add social media to the menu

Good news, contact center pros: You don’t have to be proficient at tweeting, blogging or Facebooking to get great feedback from customers on social media.