Customer Contact Blog

Train to the Vision

Sheri Kendall Learning and Development Manager FCR     Earlier this year I was traveling to Great Falls, Montana on business. My travel began at 5 am on Sunday and included a 3-hour layover in Seattle, WA. A few minutes before my plane was scheduled to...

Key Statistics affecting customer experience

Almost every action consumers make involves a digital application, from looking for the best product, to shopping, to after-sales support, which makes up the entire customer journey. A single interaction no longer defines the entirety of a customer’s journey when...

Top 5 Best Practices for Superior Quality Management

Christina Cowell, Director, Workforce Optimization, Product Management, Aspect     It should come as no surprise that the customer experience is rapidly becoming the most important contact center objective. To make matters even more challenging, the...

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