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How to collect customer data to improve overall retail CX

Businesses need data to predict and adjust to customer wants and needs, but first, they need to figure out how to collect it. One option is to use a digital CX software.

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What to consider for a contact center remote working strategy

Colin Taylor suggests 11 areas that a good contact center work-from-home policy should address, including who provides equipment, workforce management, coaching and more.

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Learn to calculate average handling time

Knowing how to calculate average handling time is an essential component of contact center management, as it helps to determine proper staffing levels within the department.

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Compare transactional vs. relationship marketing

Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy.

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