A New Era Calls for a New Level of Resiliency

Planning for unlikely events has been shoved down the priority list for years, and we must be cautious against that same complacency creeping in again.

Operations Contingency Planning COVID-19 Customer Retention Coronavirus



Hold On, I’m Comin’: What to Do with Callers on Hold

Repeating a hold message every 20 seconds will almost certainly increase abandons. People don’t need to be reminded constantly that they are on hold.

Operations Service Delivery COVID-19 Customer Retention


How to Promote Customer Loyalty in the Age of Complexity

If removing friction from the customer journey is your goal, then it’s time to consider using intelligent automation.

Technology Self-Service White Papers COVID-19 Customer Retention


The Emotion Connection

Emotion is ‘a complex reaction pattern, involving experiential, behavioral and physiological elements.’

Strategy Customer Experience COVID-19 Customer Retention