In this edition of Contact Center Perspectives, we have compiled the most popular resources from last week about CX, churn, and top influencers.

What lies ahead in 2016 for contact centers? Here is a round-up of some contact center perspectives on the topics from the Internet.

Your call center holds the key to transforming the customer experience and improving the customer satisfaction score.

Changing brands is very easy and unemotional today. And here lies the need to understand the importance of customer service and customer experience.

Text Analytics-Driven Segmentation Drives ROI. Businesses across all industries must achieve a 360° view of the customer in order to succeed.

Sometimes text analytics project in your company may not go the way you envisioned. You may ask how to make it run correctly for your business? Here are some tips.