What’s been set in motion by the events of 2020 isn’t temporary. Its effects will continue to be felt far into the future. In particular,…

Increasingly, companies are running the numbers and discovering that they ignore customer experience at their peril. It’s more cost-effective to keep the customers you have, compared to the effort needed to attract more. Some…

Well, that wasn’t the year any of us expected! Yet, in many cases, it saw remarkable successes in incredible circumstances. The pandemic didn’t completely alter our…

Maintaining open lines of communication with your customers and partners is essential, but with all the different methods in use today, doing so can get…

The COVID-19 pandemic has forced contact center organizations to shift to remote work environments, and it’s had a tremendous impact on the industry. Research from…

[box type=”shadow” align=”” class=”” width=””] “Any company designed for success in the 20th century is doomed to failure in the 21st.” – David S. Rose,…

Peter Drucker was right when he said, “The purpose of a business is to create and keep a customer”. This is the goal of every…