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 Blog
Contact CenterAchieving Customer Experience Goals: Blending People, Tech & Metrics
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.
Investing In Agent Experience: The Key To Delivering Customer Excellence
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
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
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 Rise of AI Robots in Customer Service: How Humans and Bots Can Co-Exist
The future of work is here. AI Robots are changing customer service experiences. Learn how to deliver excellence as humans & bots merge.
The Gig Economy: A Win-Win for Businesses and Distributed Workforce
As companies are downsizing, the gig economy offers value for companies and individuals Learn about workforce trends and how you can benefit.
6 Ideas To Increase Employee Engagement
Customer satisfaction is directly linked to employee engagement. Learn & apply best practices to achieve loyalty and retention goals.
6 Ways To Retain & Engage Best Contact Center Agents
Learn how to get contact center reps to deliver outstanding customer service as your differentiator and company norm.