by Jeff Tropeano | Jan 31, 2020 | Feature
The Subtle Yet Substantive Shifts in CX for Millennials: Prepare for Incoming 31 JANUARY 2020 By Jeff Tropeano Generation X consumers were born between 1965 and 1980, while Millennials were born between 1981 and 1996. As the latter graduate from high school and...
by Craig Tobin | Jan 28, 2020 | Feature
In a Tough Labor Market, It’s More Important than Ever to Attract & Retain Great Agents 28 JANUARY 2020 By Craig Tobin It’s no secret that the contact center industry accounts for one of the highest levels of employee churn, with average attrition rates as high as...
by Greg Weber | Jan 22, 2020 | Feature, Technologies
Great Expectations: CX For Generations to Come 21 JANUARY 2020 By Greg Weber Last summer, while driving to the mountains in Colorado, my then ten-year old daughter announced, “I want to watch episode three, season two of Mako Mermaids.” This proclamation was not...
by Al Miller | Jan 14, 2020 | Feature
CX and The Customer Evolution: In 2020 Change Will Be The Only Constant 14 January 2020 By Sean Erickson While predictions abound this time of the year, I have only one – that change will be the only constant as we head into the third digital decade of the 21st...
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