Why EX Is the Driver of CX
June 19, 2023 | Jeff Lewandowski
Picture this: After walking into a store, the employees are clearly unhappy, disengaged, and uninterested in helping. How does that feel? Chances...
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The Ever-Changing Employee Experience
June 5, 2023 | Joe Piette
Employee engagement has decreased in the United States for the first time in 10 years. The percentage of engaged employees fell from 36 percent in...
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6 Ways to Optimize Touchpoints with Customer Experience Design
May 2, 2023 | Dan Arthur
In today's hyper-competitive business environment, delivering an outstanding customer experience (CX) is no longer optional—it's a necessity....
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Lessons Learned From Optimizing Contact Center Technologies
April 5, 2023 | Tim Carrigan
Contact centers are the gateway between customers and the company. It’s no wonder companies across the globe are pushing to update their contact...
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Improve Contact Center Experience With Journey Analytics
March 23, 2023 | Tim Carrigan
As businesses compete to attract and retain customers, the importance of providing an exceptional customer experience has never been greater. One...
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How Has Hybrid Shopping Affected VoC
March 10, 2023 | Dan Arthur
The COVID-19 pandemic forced consumers to rely more heavily on digital shopping methods due to lockdowns and social distancing measures that limited...
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Create Crazy Loyal Customers with Andrew Reise
February 16, 2023 | Andy Mattox
Implementing a successful customer experience program entails crafting customer promise statements—starting with current brand promises as a north...
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Employee Experience Drives Customer Experience
January 24, 2023 | Joe Piette
As the adage goes, your customer experience is only as good as your employees’ experience. When people show up to work happy, they’re more likely to...
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4 Steps to Maturing Your Quality Practice
January 11, 2023 | Tim Carrigan
When was the last time you really looked at and questioned how you measure the customer experience of your live (phone or chat) interactions? For...
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Overcoming the Blind Spots in a Quality Assurance Practice
December 20, 2022 | Tim Carrigan
Contact center quality assurance programs originally sprang from companies’ need to understand contact center agent performance. Due to technological...
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