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When the Headline is You: How to Handle a PR Crisis

In an age where social media posts can go viral within an hour, no brand is safe from a PR crisis. The role of the contact center is critical in ensuring that your brand message is consistently communicated across all channels and between your...

A Roadmap to Diversity

There’s a reason the world’s leading brands are focusing more on diversity and inclusion. Beside the obvious reasons (it’s the right thing to do), a diverse workforce can be an incredible asset in creating more engaged, happy, and productive...

To QA or Not to QA: That is the Question

We all know that offering quality service is paramount to customer satisfaction. But brands today don’t always see eye-to-eye on the true function of Quality Assurance (QA) and how the process should be executed on their programs.

3 Ways To Fuel Your Team With Happiness

Many people believe that if they work hard, they’ll be successful, and that success will lead to happiness. But according to a decade of research, this formula is scientifically backwards.

The Benefits of Blendshoring

Expanding customer care programs near and offshore can be a game changer for brands. But there are questions that remain around how to keep your quality of service and engagement consistent across the globe.

Monitoring vs Moderation: 5 Tips for Being Social Media Smart

We all know that social media allows customers to be heard loud and clear. But evaluating and engaging these opinions can both protect brands and build trust with their customers.

Monitoring and moderating are important tools that can help brands...

The Future is Laivly

We’re dedicated to applying emerging technology, including artificial intelligence (AI), machine learning and automation in support of live customer service.

That’s why we are excited to announce Laivly, a new technology division of 24-7 Intouch,...

We’ve Been (CX) Disconnected

2017 began with Harvard Business Review declaring that 86% of business leaders agreed that Customer Experience (CX) was vital for success.

Yet only 50% of respondents of the latest Customer Experience Management Benchmark Series Report published...

Why Technology Won't Fix Customer Care

“Technology will solve all our problems!”

Have you ever caught your customer care team saying that?

From telephone switchboards to chatbots and automation, technology has been weaving its way into customer care for decades. These technologies are...

Cultivating Agents as Your Brand Voice

From recruiting and training, to creating engaging workspaces, your team members need to feel like an extension of your brand to be empowered to create high-touch, seamless experiences with each customer connection.

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