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The Subtle Yet Substantive Shifts in CX for Millennials: Prepare for Incoming

The Subtle Yet Substantive Shifts in CX for Millennials: Prepare for Incoming

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...
In a Tough Labor Market, It’s More Important than Ever to Attract & Retain Great Agents

In a Tough Labor Market, It’s More Important than Ever to Attract & Retain Great Agents

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...
Great Expectations: CX For Generations to Come

Great Expectations: CX For Generations to Come

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...
CX and The Customer Evolution: In 2020 Change Will Be The Only Constant

CX and The Customer Evolution: In 2020 Change Will Be The Only Constant

by Sean Erickson | 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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