Ben MotteramAug 19, 20194 minBuilding a CX DashboardIf you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all...
Corey LeonardJul 23, 20193 minHow VOC Analytics Improves Contact Center PerformanceContact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and...
CX AcceleratorOct 10, 20183 minLevel Up Your VoC ProgramBreaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase...
Mariam AyyoobJun 19, 20186 minHow Developing Empathy Leads to Better Customer ExperiencesEmpathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in...