Nov 27 8 mins, 53 secs read

Reducing Customer Churn with Contact Center CX Improvement

CX improvement at call centers with mapping customer journey touch points & root cause analysis results in reduction...

Nov 26 4 mins, 10 secs read

Human Centered Holistic Design Improves Customer Experience at a Government Contact Center

Human centered, holistic customer experience design improves a government contact center's operations as well as stakeho...

Sep 11 3 mins, 0 secs read

AI in Customer Experience: Elevate Human Touch, Not Just Streamline Processes

The goal of AI is not just to streamline processes but to elevate the overall customer experience, a win-win for both cu...

Dec 06 2 mins, 56 secs read

Best-In-Class WFM Increases Both ESAT & CSAT

Best-In-Class WFM (workforce management) design & implementation increase both ESAT (employee satisfaction) and CSAT...