The Power of Life Event Marketing: Connecting with Customers at Key Moments
June 18, 2024 | Andy Mattox
Babies. Jobs. Houses. Spouses. These are just a few examples of major events in people’s lives. They are the standard by which customer experience...
Read More
How Quality Assurance Impacts Customer Service and CX
June 18, 2024 | Tim Carrigan
Have you ever dialed a company's customer service line and heard the familiar disclaimer, "This call may be recorded and monitored for quality...
Read More
Trends Driving Digital Journey Mapping In 2024
June 6, 2024 | Joe Piette
Digital journey mapping illuminates the path customers take as they interact with a brand across various touchpoints. Touchpoints, often likened to...
Read More
Mapping the Digital Experience Journey: Strategies for Seamless Customer Engagement
May 23, 2024 | Andy Mattox
In our hyper-connected digital world, businesses are constantly fighting for consumer attention and loyalty. The digital customer experience (CX) has...
Read More
Personas 2.0: How To Refine Your Digital Persona Strategy
May 7, 2024 | Dan Arthur
Imagine you're a marketing manager for a fitness app trying to attract millennials interested in wellness. Through meticulous research and data...
Read More
Crafting a Winning UX Strategy for the Digital Era
April 23, 2024 | Joe Piette
While Americans certainly love to shop, work, and check off tasks online, they also expect to move effortlessly between their chosen channels. In...
Read More
The Evolution of Contact Centers: Top Six Trends for 2024
April 9, 2024 | Tim Carrigan
The modern contact center is in a perpetual state of evolution. Between technological advancements, shifts in consumer behavior, and regulatory...
Read More
Mastering Quality Management: Unlocking the Seven Domains of Excellence
March 19, 2024 | Tim Carrigan
Quality management (QM) is the backbone of a successful call center, ensuring that customer interactions are smooth, efficient, and satisfying. It's...
Read More
Staffing and Operational Metrics: The Far-Reaching Impact of Quality Programs
March 8, 2024 | Tim Carrigan
”Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric" —Phil...
Read More
How Quality Assurance Can Impact Sales
February 20, 2024 | Tim Carrigan
In the dynamic world of sales, where every lead, call, and customer interaction holds the potential for revenue generation, quality assurance (QA)...
Read MoreReady to get started?
