Remember, CX is not a one-and-done process. It’s an evolution. No one gets it perfect the first time.

WFM is an operating culture and philosophy, not just software.

Why don’t companies offer the same respect and dedicated effort they apply to resolve their customers’ poor experience to fix their employees’ poor experience?

A great customer experience results from combining (1) knowledge with (2) time savings in a way that (3) fits the customer’s personality.

Thirty seconds on hold is much different to a customer who is waiting than to an agent who is seeking assistance.

We are driving forward a movement to recognize the value that customer service teams bring to a business as more than ‘just a cost-center.

‘Future-ready’ includes the capability to deliver superior service by whatever channels members choose to reach their credit unions.

When you take into consideration the learning options for people, the cost, the time they require to be offline from work or away from home, a virtual conference makes total sense.

The best deployments use chatbots selectively, leverage AI and seamlessly hand off any collected information.

Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make KM effective.

Modern consumers want to self-service if they can do so in an efficient and effective manner.

Providing a broad range of technology options allows us to fulfill our clients’ knowledge management needs across maturity levels.

Understanding as much about a complaint as early as possible can really help to ensure an appropriate response.

RPA can be that helping hand in the contact center to eliminate tedious, time-consuming tasks, reduce hold time and after-call work, and help agents and seasonal workers onboard and get up to...

What you need to know to not fall victim.