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When Empathy Cramps the Customer Experience

Feb 8, 2018 7:00:00 AM

Although there are many ways that agents can wreak havoc on a call, what aggravates customers the most is when agents spend more time sympathizing than finding solutions. According to the Harvard Business Review, saying “sorry” can cause your...

3 Arguments for the Contact Center of Digital Age

Nov 9, 2017 7:00:00 AM

Sometimes, the bigger an organization gets, the harder it is for management to embrace and invest in new technology. Change often brings risk, and risk translates into reluctance, especially for stakeholders whose eyes are focused more on the...

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