Customer Contact Strategy and Operations

Discover actionable strategies to reduce agent attrition, lower costs, and enhance workforce retention while driving efficiency in your contact center.

Our annual look at the future of the contact center focuses on what AI will mean for customer service, employee experiences, and artificial intelligence in 2025

Pre-Register for our upcoming How-To Guide: How to Achieve True Customer Autonomy. You'll get first access to the report upon its release.

Improving Customer Service with Artificial Intelligence

Customer contact leaders have spent more than a decade discussing the importance of “serving customers on their own terms” and connecting all touch points in a

In this report written by Adrian Swinscoe, an experimental CX thought leader and best-selling author, discover how integrating a cloud contact center...

This report will cover: new research on the current state of customer experiences, solutions for delivering a seamless experience that truly delivers on the...

How can you ensure you are not forced to choose between resonant, wide-reaching communication and successful risk management? This guide will provide...

A digital-first CX strategy requires more than a slew of digital channels. Learn what to look for in a digital contact center platform.

Customer Contact Metrics That Actually Matter In 2024 & Beyond

Providing a seamless and effortless experience is a surefire way to ensure that customers develop loyalty towards your brand. Personalized, streamlined CX is about understanding the customer’s needs a...

Personalization is more than just a buzzword in business today — it’s a necessity. More than 70% of consumers expect companies to deliver personalized interactions. To retain and improve customer loya...