Contact centers have undergone a significant transformation, with the rise of omnichannel interactions and higher customer expectations reshaping how businesses approach customer service. Workforce management (WFM) has emerged as a crucial element in this landscape, providing the strategic foundation
Read MoreIn today’s contact centers, the rules of engagement have changed. Customer expectations have soared, making rapid, high-quality support across multiple channels an essential part of the experience. However, meeting these demands isn't just about managing schedules or staffing levels.
Read MoreWith competition soaring across industries, successful brands no longer view customer feedback as a mere byproduct of their services but as a strategic asset. Feedback is one of the most powerful tools for driving transformation in customer experience (CX)
Read MoreUnlocking the power of personalization in CX: data-driven insights for success In today’s hyper-competitive market, customers have more choices than ever, and their expectations have never been higher. Think about it—when was the last time you were genuinely delighted
Read MoreShould your CX operations be on-prem, or is it finally time to migrate? As the CX landscape evolves, contact centers face a critical decision; stick with on-prem solutions or migrate to the cloud? This choice isn't just a matter
Read MoreIf CX automation was not in your sights, this just might convince you Did you know that 75% of customers cite fast response times as the most important factor in their CX journey? This growing demand for speed and
Read MoreSelf-service is the surefire way of improving resolution rates. Or is it? Self-service might seem like the be-all-end-all of efficiency when it comes to CX, especially with its rising popularity throughout recent years. However, recent findings suggest a significant
Read MoreMore news about personalization in CX; Zendesk and Meta introduce an all-new app: Relay Just when you thought personalization in CX couldn’t get any more exciting, Zendesk and Meta have joined forces to shake things up. They’ve rolled out
Read MoreOracle’s Syniverse integration signals the rising importance of personalization in CX Oracle’s recent integration with Syniverse’s Communication Gateway is making waves in the world of CX, showcasing the ever-growing importance of hyper-personalization as businesses look to improve their CX
Read MoreWhat does Salesforce’s acquisition of PredictSpring mean for the broader CX environment? Salesforce has made a significant move in the omnichannel space by acquiring PredictSpring, a unified omnichannel retail platform. This acquisition signals an important shift in the CX
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