Customer Experience

Who Owns CX?

By: Sarah Hall Customer Experience 7 min. read

Customer experience is the new frontier –– while this concept has been shopped around for a few years, it really captured business minds in 2017. Influencers and marketing blogs alike are all over this topic, giving tips on how to enhance Customer Experience and theories on how CX “works”. Beyond the buzz CX has … Continued

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Managing Call Queues for Customer Service Call Centers

Managing Call Queues for Customer Service Call Centers

By: Sarah Hall Customer Experience 14 min. read

Call queues are central to the effectiveness of call centers and customer service. Call centers use a variety of methods, tools, and practices to lower the average time that a caller spends in the call queue. The goal is to have the lowest average call queue time possible, which will result in more effective service … Continued

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