Discover why the first moments of customer contact can have an outsized impact on trust, conversions and business growth.

Online and offline customer contact points, also known as touch points, are business facets that deal with how a company interfaces with its customers. Although touch points technically deal with a ...

When workloads are heavy, every agent makes a big difference. Learn about the power of one. Contact center operations are dynamic. Workloads randomly arrive in any center that handles ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

Gone are the days of exchanging napkin notes and business cards. In today’s fast-paced business world, it can be hard to remember every customer’s name and their individual preferences. That’s why ...

Customer Contact Week (CCW) Las Vegas is scheduled for June 22-25, 2026 at Caesars Forum. The program is positioned as an in-person gathering for customer contact and contact center leaders, with ...