Insights and Articles to Improve contact center employee performance, operational efficiency and customer satisfaction

By Greg Salvato

Seek And Share Truth To Boost Employee And Customer Experience

Contact centers depend on a wide range of technologies to operate effectively. Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more...

By Greg Salvato

Contact Center Excellence Emanates From The Inside Out

The concept of leading indicators to measure and manage different aspects of business and life isn't new. Unemployment claims, stock prices and building permits gauge economic health and influence monetary and investment policies....

By Greg Salvato

Supervisor Support is the Key to Contact Center Success – A Simple Strategy to Align Frontline and Senior Leaders

There is a vast body of research exposing the direct link between strong frontline leaders and higher levels of workforce engagement, retention, and business success...

By Casey Kostecka

A Data-Driven Strategy for Managing Contact Center Labor Costs and Optimizing Employee Retention

Among the best ways to control rising labor costs in contact centers include automating responses via Ai, RPA, Chat, IVR, etc. Also, reducing attrition rates is huge...

By Greg Salvato

The 3 Step Strategy for Customer Contact Victory in the WFH Age

Words aren’t remotely enough to convey the extreme level of gratitude we owe to the nurses, doctors, respiratory therapists, and other medical workers entrenched in the frontlines of the COVID-19 pandemic...

By Greg Salvato

Why Your Customer Contact Operations May Be Failing and What You Can Do to Fix It

Achieving lasting success in the contact center hinges on the effectiveness of frontline leaders. Few would argue that any other resource possesses greater capacity to influence everything that matters most in the customer contact organization...

Trusted by many

“Acuity has made life so much easier for the leadership team! Having a balanced scorecard is a necessity in our environment.“

‍- Brandi Stadie, Senior Director of Veyo Contact Center Operations, Phoenix, AZ

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“With TouchPoint One's advanced platforms and expertise, we've seamlessly integrated gamification into our performance management, boosting employee engagement and efficiency.“

- Mark Wilson, Chime Solutions CEO

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“We are saving ourselves so much time and so many headaches. It is just a better way to work.”

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