Sun.Aug 09, 2020

I am Generation Z and I Don’t Want to Talk to You

NICE inContact

Generation Z can barely remember a world pre smartphone and are thus more likely to quickly adapt to digital changes, especially when faced with a major disruptor like COVID-19, compared to their older counterparts. The pandemic has forced everyone to go completely digital but for those in school the difference is even more stark. Digital First Omnichannel Customer Experience Call Center Best Practices

Bridging the Gap Between Human Resources and CX


Top three ways CX and HR can collaborate for better results on customer and employee experience. Articles


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Global CX Thought-Leaders

Andrew Mcfarland

Appreciate being included on Survey Sensum’s “top” list. Sharing it because there are many others on the list who I respect greatly, from whom I learn a lot, and who I personally recommend. Net: Good people to add to your. Customer Experience Customer Loyalty Joe Pine SurveySensum Thought-Leader

Noise in multi-channel contact centers


Today, some of the legacy call centers are being converted to multi-channel contact centers. In addition to taking phone calls, the agents also provide service via other non-voice channels like: live-chat, social media and emails. These multi-channel contact centers are noisy like the legacy call centers but is there a difference in the approach for noise removal? Is the noise different?

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Summertime tips to make remote learning easier


Tips for teachers, students, and families who want a head start on their school-year prep, no matter if teaching and learning is happening remotely, in the classroom, or both. Plan your workspace(s). In the middle of the last school year, many people had to quickly create makeshift work spaces. During the summer, with a bit more time, it can be empowering to consciously create the space(s) you might need for teaching and learning.