Training

Customer-focused brands often have more high-value and longer-lasting relationships with their customers. To build an organization that’s focused on the customer, customer experience (CX) managers should leverage the existing strengths of their agents, Read more...

Like any workplace, support centers lose employees every now and then, whether they find another job or move up in the company. Unfortunately, customer service attrition goes beyond those reasons — a report from Cresta Insights shows that contact Read more...

When it comes to member support and customer care, healthcare is different. These interactions are rarely just transactional—a person’s well-being and life can be at stake. Healthcare organizations must transform the experience and effectiveness of healthcare Read more...