Rita Soni, Principal Analyst at Everest Group, explains the latest trends on impact sourcing and how hiring underserved talent transforms customer experience.
Doing CX Right BlogContact 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
Do you struggle with high agent attrition? Learn how ambient gaslighting impacts your contact center and ways to effectively combat it.
Learn why investing in agent experience creates higher customer satisfaction and loyalty plus tactics for Doing CX Right.
Learn strategies to build a culture of learning. Balance BOTH agent training AND contact center competing demands for positive outcomes.
Peter Ryan, market analyst, and Stacy Sherman discuss how technology is changing the contact center & valuable delivery models to succeed based on workforce trends.
The future of work is here. AI Robots are changing customer service experiences. Learn how to deliver excellence as humans & bots merge.
As companies are downsizing, the gig economy offers value for companies and individuals Learn about workforce trends and how you can benefit.
Customer satisfaction is directly linked to employee engagement. Learn & apply best practices to achieve loyalty and retention goals.
Learn how to get contact center reps to deliver outstanding customer service as your differentiator and company norm.