CX Solutions
Why Your Contact Center Metrics Need an Upgrade
Traditional contact center metrics are designed to measure and therefore improve efficiency. They highlight areas where we can be faster,
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Case Study
Beyond Dispatch: How ACC Premiere is Transforming the Customer Care Model for One of the World’s Largest Facilities Management Firms
From Legacy Call Center to Strategic Growth Engine in Facilities Management – Case Study In facilities management, service delivery doesn’t
Customer Service
The Hidden Costs of Poor Customer Service
And How a Contact Center Can Save Your Business Poor customer service is more than an inconvenience—it’s a threat to
Customer Service
Empathy in Customer Service: The Key to Understanding
Contact centers are often the frontline of a company’s relationship with its customers. Whether it’s a billing issue, technical glitch,
Recall Response Strategy: The Critical Role of Contact Centers
Do You Have a Crisis Recall Response Strategy? Product recalls in the United States happen more frequently than many realize,
Case Study
Employee Engagement Case Study: Lessons from the Pandemic
Introduction The COVID-19 pandemic was a defining moment for businesses worldwide. It separated organizations that seamlessly transitioned to remote work
Case Study
Managing a Product Recall with a Proactive Strategy – Case Study
How to Handle Any Customer Service Crisis in 4 Steps When an unexpected crisis—such as a product recall or PR
Case Study
How Exceptional Customer Service Created a Lasting Brand Connection – Case Study
Exceptional Customer Service A leading American beverage brand, renowned for its playful packaging and deep consumer engagement, recently turned a
Customer Service
Why Contact Centers Are Essential for Product Recalls: Ensuring Customer Trust & Compliance
The Growing Need for Contact Centers in Product Recalls In the United States, product recalls are more common than many
Customer Service
Does Phone Etiquette Change with Personal or Cultural Experience?
Phone etiquette is far from one-size-fits-all. While professional phone communication follows general best practices, personal and cultural experiences significantly influence
Customer Service
Beyond Industry Standards: Rethinking Customer Experience in a Borderless Market
Why Customer Experience (CX) No Longer Competes Within Industries Customer expectations have evolved. Today, businesses are no longer compared solely
Customer Service
The New Employee: Hybrid Workers and the Future of Work
The traditional 9-to-5 office job is no longer the gold standard for work. As businesses evolve and technology advances, the