How Improv Made Me a Better Call Center Agent

How Improv Made Me a Better Call Center Agent

By Evan Watson Library Research Coordinator Duke University Press Former Lead Advisor – Member Service Association of International Certified Public Accountants   Contact center agents should absolutely never make up answers when speaking with customers....
The Five Cs of True Omnichannel Experiences

The Five Cs of True Omnichannel Experiences

By Samantha Starmer Vice President of Design – Digital Commerce and Identity Capital One     When I first started designing omnichannel experiences just over 10 years ago, I couldn’t find much guidance. Mobile was still nascent; neither the iPhone nor...