contact center phones

Q&A with a Contact Center Leader

Jacob Shields started out as a frontline agent more than 14 years ago. Today, he is a CX and Technology Director. Learn about his career path, the transition to work-from-home, how he leads his team and how he chooses new tech tools.

Jeff Toister Customer Service Interview

Jeff Toister Interview

Customer service expert, instructor and author Jeff Toister discusses how to make the most of customer feedback.

Stephanie Thum CX Interview

Stephanie Thum Interview

Stephanie Thum was one of the first agency-level heads of customer experience for the federal government. She gave our team perspective into CX strategy in the wake of COVID.