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As digital transformation irrevocably alters the business landscape, customer experience (CX) has become the No. 1 priority driving service and other activities in the contact center.

If you set out a suggestion box on the call center floor, do employees look over their shoulders for a camera trained on the box to record their every move?

Just a few years ago, managers in traditional brick-and-mortar contact centers could listen to just a tiny fraction of their agents’ conversations from an agent sitting across the site.

Luggage and handbag designer, Vera Bradley, launched their remote work program in 2018, with more than 80% workforce participation by the next year.

All those innovative digital channels you’ve recently implemented are satisfying your customers (hopefully) but also creating multiple, often unexpected paths to your contact center.

In today’s fast-paced digital world, consumers expect speed and convenience when interacting with a business—and proactive customer service checks both boxes.

CX used to be simpler. The call center interaction was the equivalent of a customer going into a mom-and-pop shop where an eager representative waited in greeting, “How can I help?” That was essentially the straight path from friction to friction-free back in the day. Short, sweet. But today, CX is more complex to manage as it strives to resolve frictions in keeping with faster times and heightened customer expectations throughout complex multichannel customer journeys. It calls for a complete performance approach.