Customer Experience News & Trends

Beef up this one thing and you can significantly cut call volume

Customers will call less if you put more emphasis on this one under-emphasized contact center tool.

Where should you put your resources – phone, online or web-based help?

This new research on how customers like to contact companies can help you decide where to budget next year’s resources.

3 ways to get social media right

Social media may have been Marketing’s brain child, but customer service professionals are making it a powerful business tool. Here’s how contact center agents can get it right.