Customer Experience

Article

Why agents who take control perform best

Empathy and customer experience (CX) go hand-in-hand, but not every agent displays empathy in the same way. Learn how agents who take control can enhance CX.

Article

Outsourcing Locations

How Turkey became a thriving outsourcing destination

Tech innovation is growing fast in Turkey. Find out why this country on the border of Europe and Asia is a top outsourcing destination for global brands.

Article

CX Analytics & Metrics

How agent effort impacts customer experience success

We all know about customer effort and its impact on customer loyalty but what is your company doing about agent effort? Learn how to make things easier in customer care.

Article

AI-Powered CX

Everything you need to know about augmented intelligence

Augmented intelligence is the idea of using AI to empower human decision-making and improve performance. Discover how different industries are integrating AI and augmented intelligence into their operations.

Article

CX Trends Technology

10 podcasts for digital CX disruptors

Nothing moves faster than the world of technology. Keep up with the help of these podcasts featuring the industry's most charismatic hosts and insightful guests.

Article

CX Analytics & Metrics

What you need to know about customer effort now

Customer expectations have evolved, but people still don’t want to feel frustrated. Get ahead of the changes in order to create a low effort experience your customers will thank you for.

Article

Outsourcing Partnerships

Progressing from CX provider to brand ambassador

For companies that work with external providers to support their customer experience (CX) delivery, there’s an opportunity for the entire team of customer care agents to engender a critical brand ambassador role. Learn top tips for empowering your team.

Article

CX Best Practices Retail & Ecommerce

Handle with care: CX tips for navigating holiday supply chain challenges

Discover four tips that will help your ecommerce customer care team deliver top-notch support this holiday season.

Article

Generational Support

10 Gen Z insights to improve your CX

Brands that don't develop generational strategies for CX run the risk of being left behind. Learn 10 insights that will help you create experiences that resonate with Gen Z.

Article

CX Best Practices Games

The quest for player support in cloud gaming

Cloud gaming is taking the games industry by storm. Learn more about the leaders and how to deliver top scores in cloud gaming player support.

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Case Study

CX Best Practices Games

Over 80% agent engagement contributes to over 80% player satisfaction

Discover how TELUS Digital drove over 80% in agent engagement to deliver over 80% in player satisfaction for a large games client.

Article

CX Analytics & Metrics

Emoji analysis reveals new insights into customer sentiment

Does your brand speak emoji? Discover why the analysis of emojis is crucial to understanding customer sentiment and improving the customer experience.