If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all...

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and...

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase...

Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in...

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate...