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Blueprints guide the construction process when building a structure. Building a high-performing customer experience (CX) strategy is no different. The building process starts with a solid foundation. This article provides the foundational building … [Continue reading] about A Blueprint to Achieve High-Performing Contact Center CX
Staffing Amidst the Storm Table of Contents, December 2025FEATURE ARTICLE Staffing Amidst the Storm By Brendan Read; Q&A with Expert Panel How, in the face of it all, centers can attract and keep their employees.CUSTOMER EXPERIENCE A … [Continue reading] about Contact Center Pipeline Magazine December 2025
Today’s economic, political, and social climate can best be described as a full-on storm, what with inflation, costs, unemployment rates and changing labor supply, rising customer expectations, disruptive new tech like AI, and with a torrent of … [Continue reading] about Staffing Amidst the Storm
Making sure new employees have the best possible onboarding experience isn’t just nice: it’s crucial for keeping great people! A solid plan for onboarding, training, and development is your blueprint for retention. It helps to create the foundation … [Continue reading] about How to Build An Amazing Onboarding Experience
Modern contact centers generate vast volumes of data: from customer interaction histories and agent performance metrics to detailed system event logs. By analyzing this information, contact center supervisors can assess the efficiency of operations … [Continue reading] about Elevating Contact Center Performance
Running a small or medium-sized business (SMB) comes with no shortage of hurdles, especially when it comes to customer service. Competing with larger companies that have deeper pockets and bigger teams can feel like a constant struggle. So how can … [Continue reading] about Jumping the CX Hurdles
Why and how AI improves interaction monitoring. … [Continue reading] about AI: The New QA Standard
In today’s fast-paced call and contact center environment, information is abundant, but knowledge isn’t always readily available when needed. Every interaction, ticket, and internal conversation holds valuable insights to improve customer experience … [Continue reading] about Tapping The Power of Knowledge
Most people don’t trust the companies they buy from. AI seems to be making customers more wary, instead of building better experiences and trust as promised. According to the Twilio “2025 State of Customer Engagement Report,” only 15% of global … [Continue reading] about Trust Isn’t Built with Technology Alone…
While customers still primarily rely on phone, email, or chat for inquiries, another emerging entry channel is real-time communication (RTC). More specifically, WebRTC, which enables browser-based communication, including video. The video capability … [Continue reading] about Taking the Real-Time Customer Journey
