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How ClearTouch Became Its Own Customer and Reinvented the Meaning of Real CX
ClearTouch became its own customer and uncovered powerful insights about empathy, availability, and real CX. Here’s how it built a 24/7 model with zero churn
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Every Customer Interaction Tells a Story: It’s Time to Listen, Not Just Measure
Learn why listening to every customer interaction matters more than any call center metric, because true CX is built on understanding, not measuring
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Top Cloud Workforce Management Strategies to Engage Your Remote Contact Center Teams
Learn how remote WFM builds connection, trust, and engagement in remote contact centers helping teams perform and feel their best.
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The Forgotten Treasure: Why Knowledge Bases Fail and How to Make Yours Actually Work
Understand why most contact center knowledge bases fail and how to drive real adoption by embedding knowledge into daily workflows.
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Why Most “AI in Customer Experience” Efforts Fall Flat?
Most AI in customer experience looks impressive but adds little value. Learn where AI works in CX, why it fails, and how to deploy it the right way.
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Stop Losing Leads at Hello: How Automatic Call Distribution Boosts Conversions
Learn how Automatic Call Distribution (ACD) ensures leads reach the right agent fast, improving conversions, FCR, and customer satisfaction.
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Nobody Wants to Call You Except When They Do: The Future of Voice in Customer Service
Learn why digital self-service is rising, and when customers choose phone support, and how to optimize hybrid customer experience channels.
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The Future of CX Metrics: Measuring Journeys, Effort & Outcomes
Did you know legacy CX metrics like AHT and CSAT are outdated. Explore future-ready KPIs like JCR, CES, CQ, and TTV that measure effort, outcomes, and loyalty.
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From Cuts to Comebacks: Look at How Companies Are Rethinking AI in Customer Support
AI improves efficiency, but empathy builds trust. Learn from Salesforce and Klarna how to balance AI in customer support for future-ready CX.
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The Hidden Bill of Scale: Turning Contact Center Capex Into Everyday Operational Efficiency
Learn how cloud contact centers reduce costs, improve operational efficiency, and enable scaling. Learn the ROI of moving from on-premise to cloud solutions.
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When AI Misses the Mark: Why Personalization Falls Short and How to Fix It?
Most AI in customer service disappoints, with 60% satisfied, but 88% preferring humans. Learn how how AI + human empathy transforms customer service
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Still Struggling with Debt Recovery Rates? Here’s How AI Can Change the Game
Explore how AI in debt collection improves recovery rates by automating, personalizing customer interactions, and reducing friction