contact centers

Less than 10% of contact centers have agents collaborating on support
How Amazon pursues innovation in customer service
Only 11% of surveyed contact centers have agents fully in-office
Talkdesk’s chief customer officer discusses the ongoing need for a human touch in CX
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