CX Assurance Blog

According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently....

Social distancing. Work from home. Flatten the curve. These are terms that are now part of our everyday lives. Our new reality impacts the way we live, work, and play, and everyone is learning to adapt to the many changes we’re experiencing thanks to COVID-19.

My heart goes out to everyone affected by COVID-19; these are truly challenging times. I wanted to share some helpful, data-driven industry insight gathered from our contact center customers, and some ideas of ways to bring teams closer together even as we’re...

In the face of COVID-19, many organizations have had to shut down their contact centers, and send agents to work from home. This has been accomplished on impossible time tables. One of the big concerns with at-home agents is whether they have the right environment...

It's Friday! And, boy, it's been a long week. On Monday I posted tips for quickly setting up a home-office, followed by a post on Wednesday with some advice for secondary things that may make your mandatory work-from-home status a little easier. Today, I'm sharing...

On Monday I shared the first of three blog posts I put together on the fly with tips for initial set-up of your home-office that you may have had to move to through a mandatory work-from-home order, which many business are - understandably - enforcing at this time.

Right now, there are so many great examples of fantastic, humanitarian efforts getting organized to counter-act the social and economic effects of COVID-19, like free educational services, temporary halts on things like evictions and utilities shut-offs due to...