Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue — ...

“In the past, we used to sell technology. Now, we sell use cases,” says Rocky Grubb, a CDW solution architect team lead for the collaboration practice. Grubb, who manages the CDW presales team for ...

STAMFORD, Conn.--(BUSINESS WIRE)--Many enterprises are bypassing traditional call handling in favor of sophisticated contact center applications that meet customers in the environment of their choice, ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

Companies not listed as contact center service providers can contact ISG and ask to be included in the study. All 2025 ISG Provider Lens™ evaluations feature expanded customer experience (CX) data ...

European enterprises use AI, cloud, automation to turn contact centers into agile, secure hubs powered by technology, human expertise, ISG Provider Lens ® report says The 2025 ISG Provider Lens ® ...

As most of us know by now, contact centers and customer experience (CX) have become the cool kids on the block --many unified communications (UC) vendors have either pivoted to focus more on their ...

Employed properly, empathetic, interactive voice response systems can take some load off contact center agents and augment the experiences of those reaching out to government contact centers, ...

As industries like retail, travel, and more gear up for the upcoming holidays, brands can’t afford to ignore the impact of customer service during this time of year. After all, the root of positive ...

Discover seven easy, 30-minute tweaks you can make to optimize the contact center experience for your customers by this time tomorrow. Customers want to be able to reach you on their terms, preferably ...

I’ve worked with hospitals to improve patient satisfaction rates for years and we’ve seen that the first stop in the patient’s journey – the call center – can set the tone for the rest of the ...