Customer Experience News & Trends

Why ‘going with your gut’ might not be the best way to hire now

Leaders often go with their gut when hiring in contact centers. But following advice from software might be the better bet these days.

If you’re skill-based routing, you might be missing the boat to higher satisfaction

Here’s a new approach to call routing – and it already helped one contact center boost customer loyalty and profits.

Will customer anger soon decline?

Coming to your contact center soon: Fewer angry customers.