Shift Left in the Service Desk
Shifting left is not new. R&D teams have shifted left to catch bugs earlier in the development cycle when they are less expensive and time consuming to fix. Service desk...
Measuring the Actual Employee Experience as a Hybrid Work (In office or Remote)/Digital Workplace
Many employees are empathetic and understand IT is dealing with a million challenges… BUT your team still must deal with every issue that hits the service desk queue,...
10X ROI: How Online Data Automation Transforms Carriers’ Bottom Line
With the increase and widespread usage of social media, there is an enormous opportunity to capture, refine, and transform disparate data into usable insight for carriers. ...
The Digital-first Contact Center: Guide for Innovators
First-generation digital channels like Email and Web Chat are seeing significant adoption, along with video chat and co-browsing capabilities. Mobile apps, tied to the widespread...
The 2022-2023 Guide for US Customer Experience Decision-Makers
Business and consumer surveys carried out in the course of the research for this guide show that while improving the customer experience is high on the agenda for many organizations,...
Maximizing Contact Center Productivity
In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their...
