Contact Center Archives - Doing CX Right

How Impact Sourcing is the Ultimate Loyalty Strategy for Modern Business

by Stacy Sherman | Aug 19, 2023 | Contact Center, DoingCXRight®‬ Podcast

Rita Soni, Principal Analyst at Everest Group, explains the latest trends on impact sourcing and how hiring underserved talent transforms customer experience.

Achieving Customer Experience Goals: Blending People, Tech & Metrics

by Stacy Sherman | Aug 14, 2023 | Contact Center

CX leaders Stacy Sherman and Tim McElgunn share data-proven strategies to achieve your customer experience goals in 2023 and beyond

Hidden Cause of Agent Attrition: How “Ambient Gaslighting” Impacts Your Contact Center and How to Stop It

by Stacy Sherman | Aug 5, 2023 | Contact Center

Do you struggle with high agent attrition? Learn how ambient gaslighting impacts your contact center and ways to effectively combat it.

Investing In Agent Experience: The Key To Delivering Customer Excellence

by Stacy Sherman | Mar 14, 2023 | Contact Center

Learn why investing in agent experience creates higher customer satisfaction and loyalty plus tactics for Doing CX Right.

How To Balance BOTH Customer Service Agent Training AND Competing Demands

by Stacy Sherman | Feb 17, 2023 | Contact Center

Learn strategies to build a culture of learning. Balance BOTH agent training AND contact center competing demands for positive outcomes.

Expert Insights on Improving Customer Experience in the Contact Center Industry

by Stacy Sherman | Feb 12, 2023 | Contact Center, DoingCXRight®‬ Podcast

Peter Ryan, market analyst, and Stacy Sherman discuss how technology is changing the contact center & valuable delivery models to succeed based on workforce trends.