The Great Debate: Price Versus Customer Service in Securing Brand Loyalty — Stacy Sherman

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5 Must-Have Elements for Customer Journey Maps — Dave Seaton

A well-crafted customer journey map can show you where to invest your limited resources to create the greatest impact on customer experiences and business objectives. But if you’ve never created a customer journey map before, it’s hard to know what to include.

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Why Contact Center Quality Assurance Matters — Jeremy Watkin

QA is an essential practice in any contact center — arguably that you cannot live without. While contact center managers are busy and overworked these are the true reasons why QA is so important.

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Should Contact Center Leaders Create a Customer Journey Map? — Dave Seaton

While customer journey mapping is a strategic investment for contact center management, what factors should you consider before committing resources to the project?

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