Explore resources to succeed on your CX journey.
Frost & Sullivan’s Global Report “One-Size WEM No Longer Fits All” revealed a correlation between happy agents and customer satisfaction as well as revenue growth.
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Learn why the 2025 Frost Radar™ positions SuccessKPI as a high-momentum, innovation-led challenger that punches above its weight in workforce engagement management, for the 3rd year in a row.
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SuccessKPI revolutionizes reporting and enables deep, actionable insights.
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Reinforcing Commitment to Global Compliance and Trust SuccessKPI is officially recognized as an active participant in the EU-U.S. Data Privacy Framework (DPF), the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. DPF. This milestone underscores our unwavering commitment to data privacy, regulatory compliance, and ensuring the highest standards of data protection for our customers and partners worldwide. What […]
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Running a high-performing customer experience (CX) operation means managing, unifying, and acting on extensive amounts of data. Contact centers today rely on a broader array of data than ever before to enhance routing, handling, training, coaching, performance, and forecasting. The result? Better, easier, and more contextualized customer interactions. However, managing such a vast amount of […]
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As we know, artificial intelligence (AI) did not begin in 2023 with the public launch of ChatGPT, despite its meteoric rise and mass awareness. AI has been with us far longer than many people realize. Oxford dubs AI as: “The capacity of computers or other machines to exhibit or simulate intelligent behavior.” This is an automated process. […]
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One size workforce engagement management (WEM) no longer fits all. That’s the major theme in Frost & Sullivan’s 2024 customer experience (CX) survey. It also showed that with most channels, satisfaction is virtually the same. So, what can contact centers do to improve? To achieve better CX, contact centers need to focus on strategy, technology, […]
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What does it mean to take control of your customer experience (CX) with a workforce engagement management (WEM) solution? That’s what Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, and SuccessKPI CEO Dave Rennyson discussed during their fireside chat. Next generation WEM can help contact centers take control of their CX by: But WEM’s […]
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In this webinar, Alpa Shah, Global Vice President at Frost & Sullivan will join SuccessKPI’s Dave Rennyson will reveal the findings from a recent global Frost & Sullivan study about the buying drivers and purchase intent for AI in contact centers and its impact on essential WEM use cases.
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In this fireside chat, Sheila McGee-Smith, President & Principal Analyst of McGee-Smith Analytics, and Dave Rennyson, CEO at SuccessKPI, will delve into the evolution of customer experience (CX) and discuss AI use cases that are delivering business outcomes today.
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Running a contact center without an exceptional workforce management (WFM) system is like planning for a vacation without knowing what the weather or location you sleep will be like at your destination. Much like ending up in the Arctic with only beach clothing, lacking visibility within your contact center workforce will lead to some highly […]
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With the We the Resilient conference approaching, Vibrant’s CTO, Grant Riewe, recently sat down with SuccessKPI’s CEO Dave Rennyson to discuss how executives can lead from the front with mental health initiatives, and more. We the Resilient Conference Vibrant’s We the Resilient Conference takes place in Nashville October 1st through 3rd this year and aims to empower […]
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