contact centers

85% of contact center employees seek shift to permanent WFH
72% of consumers want bots to recognize their emotions
Talkdesk agent engagement
Talkdesk VP discusses how brands can keep contact center agents from quitting
Pegasystems manual data entry
51% of call center agents say they lack training to be the voice of their brand
Nearly half of customer service workers avoid calling contact centers in their personal lives
Genesys human values contact centers
Only 9% of contact center agents list ‘quality, empathy and listening’ as greatest strengths
Brad Cleveland CX
Former ICMI CEO Brad Cleveland sees the potential for anyone to become a CX co-pilot
79% of CX leaders say agents are working as well or better at home than in the contact center
Lifesize CxEngage Video
The subtle but important distinction between WFH and CX From Home