Customer Experience News & Trends

Who thinks it’s OK to help just 70% of customers?

Here’s a lesson in what NOT to do when it’s your busiest time of the year.

How to mystery shop your contact center on a budget

When you want an unbiased opinion of agents’ performance and service levels, you can’t beat mystery shopping. Here’s how to do it on any budget.

7 ways to cut your contact center costs

Cut costs. Get leaner. Show profit. Whatever you call it, here are seven ways to do it in your contact center.