Author: Robin Gareiss

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...

Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success. While much discussion on CX initiatives centers around contact centers, CX leaders have increasingly turned their attention to another key area of...

Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI. The future of customer service increasingly will be driven by technology innovations. Ideally, these new technologies will improve customer and agent experiences, along...

Metrigy President and Principal Analyst shares details of her 2022 buyer-side research on 10 critical CX technologies, highlighting six trends and surprise findings. Also discover what else is on tap for our Q1 research....

I've never understood why companies are stingy with time off. When employees are burned out, it takes them 3 hours to do something that should take 30 minutes. Taking a few days, a long weekend, or a week's vacation pays a company back 10-fold because...

Sept 27, 2021 – 8x8 has announced a solutions-based offering stemming from its “eXperience Communications as a Service” (XCaaS) integrated platform. The 8x8 Frontdesk solution supports the role of a receptionist with a new interface that combines both its Unified Communications (UC) and contact center...