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Blog Entry
Cyara Partners with Splunk to Help Resolve CX Issues Up to 10x Faster

Elizabeth Magill | VP Marketing. Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place...

Blog Entry
The Future of CX Delivery: Applying the Learnings from COVID-19

CX Best Practices Posted December 21, 2020 For the safety of workers, the COVID-19 pandemic pushed customer experience (CX) leaders to adopt work-from-home (WFH) as their new delivery model. During the transition to WFH, many brands were adopting more empathetic...

Blog Entry
5 Ways COVID-19 Shifted Customer Expectations

5 Ways COVID-19 Shifted Customer Expectations You’ve probably heard industry experts talk about how customers expected more from contact center representatives during the COVID-19 pandemic, and how many of those changes are here to stay. We’ve heard that, too. But what exactly do they...

Blog Entry
Why Data Will Power the Future of the Contact Center

by: Andrea Paul, Content Marketing Manager June 3, 2020 Until now, the omnichannel, cloud-based, 360-degree customer view-enabled contact center was mostly a pipe dream, touted by technology vendors and thought leaders, with a majority of businesses falling short of this gold...

Blog Entry
How to Turn Data Into Action and Measure the Success of a Support Team

by: DeAnna Kerley, Customer Success Manager June 1, 2020 Data is powerful, perhaps more than many of us realize. It contains nearly infinite applications. Yet while its limitless possibilities are seductive, they also provide ample opportunities to get lost in the weeds. One of...

Blog Entry
How Mindfulness Translates to Happier Agents and Customers

Being a customer support agent has to be one of the most stressful jobs in the world, even during normal times. Dealing with issues and problems all day every day is draining. And customers are sometimes at their worst when they connect with agents. The agent is expected to remain calm, cool,...

Blog Entry
Look for the Helpers: Technology's Role in Keeping Us Connected in Times of Crisis

In this moment of crisis, when the majority of the population is self-isolating at home, technology is an even more vital tool for streamlining crisis communications between companies, their teams and their customers. Prior to the COVID-19 pandemic, IDG's 2019 Digital Business reported 91% of...

Blog Entry
The Future of Work: How Virtual Desktops Enable a High-Tech, High-Touch Approach for Remote Work

In times of crisis, the way a company responds can make all the difference. When the novel coronavirus (COVID-19) pandemic struck, TELUS International worked quickly to assess and mobilize its workforce globally to adapt to changing conditions. Within two weeks, the organization enabled more...