Customer Service Strategies and Best Practices

Without question, the COVID-19 pandemic has laid bare consumers’ dependence on real-time digital services and experiences. When customers order groceries online, use...

The contact center industry has always needed to look forward. It’s a business so ingrained in the trends and innovations of every...

Contact tracing is a critical component to containing and flattening the curve of COVID-19. Tracking those who are infected and who may...

A forward-thinking strategy is the best solution for overcoming uncertainty. For CX-leaders in the contact center space to overcome the fallout from...

The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer...

New York City is a hub of startups. One subway ride reveals a rich tapestry of companies looking to disrupt nearly every...

Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections, industry experts laid...

How to align the right CX goals in your sights.

Industry leaders at CCW reflect on rapid changes in the contact center.