The Customer Experience Blog

Ideas, case studies, and tips for improving profitability through excellent customer experience.

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AI 5 minute read

Automated Call Routing: Streamlining Contact Center Operations with AI

Before tackling the future of customer engagement head-on, organizations should examine their past to identify what needs to change and why. This is why we’re introducing our CCaaS Crash Course series — our look back at the foundational elements of ...

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Cloud Contact Center 4 minute read

From College Kids to ...

How it all started... Mark Ruggles, CEO of ...

3 minute read

3 Reasons to Set Up an ...

The number-one factor for business success is ...

AI 5 minute read

The Best Contact Center ...

AI can speed up support, lower costs, and take ...

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3 minute read

3 Reasons to Set Up an Omnichannel Contact Center in 2025

The number-one factor for business success is product quality, right? Wrong. Here’s a sobering ...

3 minute read

What Is Intelligent Call Routing, and How Can It Help Your Business?

Contact centers aren’t what they used to be. In its latest global industry survey, Deloitte notes ...

Cloud Contact Center 4 minute read

From College Kids to Cloud Contact Centers: The History of Platform28

How it all started... Mark Ruggles, CEO of Platform28, is a telecommunications specialist focused ...

agent interactions 3 minute read

“I Quit!” How to Prevent Burnout in your Call Center Team

Contact centers have one of the highest turnover rates of any industry. It can be a tough job and ...

Blog 4 minute read

The Three Keys to Master Call Center CX Success

The Customer's Experience (CX) with a Contact Center Agent is often the difference between ...