If you only read one CX blog this year, we advise reading this one. An open letter to contact centre professionals from Jaime Scott, CEO, EvaluAgent.

Do you realise that you could be held personally responsible and fined for failing to listen to your customers?

"That’s right, treat agents as intelligent, self-determining individuals with a desire to increase their knowledge and improve their skills."

From self-drive electric cars to solar energy to space rockets, is there any business sector that Elon Musk can’t master?

“The customer experience is the new battleground!” Forbes’ celebrated rallying cry shows no signs of abating.

A new year is upon us and with it the perennial problem of how to improve call centre agent motivation.