Forrester’s CX Index reveals that brands’ customer experience quality falls for the second consecutive year.| Forrester
Empowering your front line could unlock billions. Learn how agent empowerment and accountability drives revenue growth.| Forrester
eGain and BenchmarkPortal agent survey 2022 finds the state of agent experience (AX) and customer service knowledge in US contact centers.| eGain
Bots can't do your festive shopping for you, but can lighten the load when combined with human agents. Zendesk's Eric Jorgensen argues that service agents and AI in retail can boost the customer experience.| diginomica
As a result of the higher agent turnover, job burnout, absenteeism, and operating cost, you can argue that call center turnover is the most important KPI.| SQM Group