Author: Robin Gareiss

Here’s how customer experience leaders are making decisions—and what they want from you. As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly in large companies. A growing number of people within the company have a vested interest in...

What do you do when everyone thinks they're the smartest person in the room, and all of them are counting on you for answers? Here's how to give a presentation to the board. Over my career, I have had the good fortune to present to all...

As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS. Organizations spend just 3% of their revenue on CX technologies, according to Metrigy Research's "Customer Experience Transformation 2020-21" study. Depending...

With the plethora of agent performance data available today, it can be challenging to determine where to focus. That doesn’t apply to agent performance in isolation; it also applies to how that performance affects customer satisfaction....

Though companies have plenty of customer satisfaction and agent performance data available to them, most don’t have a comprehensive strategy for customer experience (CX) analytics....

Managing remote call center agents can be difficult -- but with the right tools in place, supervisors can effectively lead their agents from a distance....

Some customer service skills include problem-solving, empathy, product knowledge and patience. Certain people are naturals for a career in customer service. They have the right personalities, values and patience -- regardless of their education or training. But many people in this field lack customer service skills...