contact centers

A Zen master’s advice for dealing with ‘difficult’ customers
Forrester calculates all the extra money your contact center could be making
Frontier Airlines shuts down customer service phone lines
The CX implications of Frontier Airlines’ decision to shut down its customer service line
A Complaint Is A Gift 3rd edition Janelle Barlow
Why Janelle Barlow’s ‘A Complaint Is A Gift’ is still relevant after more than 25 years
CallMiner CMO talks through the business case for conversational intelligence
Calabrio finds 30+ point CX perception gap between consumers and contact centers
How 988 contact centers can provide the best caller experience
Talkdesk AI self-service contact centers
AI self-service drops 9% among contact centers
85% of contact center employees seek shift to permanent WFH
72% of consumers want bots to recognize their emotions