Posts filed under survey

September 6, 2021

Knowledge management for the contact center: The secret behind successful digital CX transformation

The Forrester CX Index reports have been sounding like a broken record year after year. Not a single company offered “excellent customer service,” the index dropped, or it barely moved,…

Continue ReadingKnowledge management for the contact center: The secret behind successful digital CX transformation
June 8, 2017

The US and the UK: Arguably divided by the same language, but undoubtedly united by the same contact center agent pain points

George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are…

Continue ReadingThe US and the UK: Arguably divided by the same language, but undoubtedly united by the same contact center agent pain points
Skip to content