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Research from IQPC, Gartner, Dimension Data, and others shows that customers want effortless omnichannel journeys across channels, yet less than 15% of companies today offer

This year, we welcome a new decade! In the previous decade, many trends in the CX space emerged, like the move toward implementing AI and

The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They work to remove

2019 was a big year for the customer experience (CX) space. Many companies took strides to move toward a more automated contact center with AI

In the modern day, the goal of customer service has transformed from cutting costs to providing a differentiated customer experience. Due to this shift, the

In the contact center industry, big data and the use of it can make a big impact on the customer experience your contact center delivers.

To consumers accustomed to paying $50 to $100 on cell phone plans, Republic Wireless’s starting price point of $20 for a plan with data has

Call center efficiency is important in the contact center industry. Better call center efficiency means better ROI, more satisfied customers, and empowered call center agents.

If you talk to CX experts, Call Center IT Directors, and CXO’s about why they moved their contact center to the cloud, they will most