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Young man dissatisfied with customer experience.

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If Companies Spend $11.5 Billion Every Year on CX, Why are CSAT Scores Going Down?

The modern customer experience is proving tricky to master. Each year, call center executives invest over $11.5 billion in customer experience management and call center automation in hopes of achieving the increased revenues and profitability associated with superior customer experiences.…

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Young man dissatisfied with customer experience.

Blog

If Companies Spend $11.5 Billion Every Year on CX, Why are CSAT Scores Going Down?

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User logging into secure phone representing ACT fraud detection and prevention

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When Fraud Happens, It’s How You Handle It That Matters

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Elevating Hospitality: How AI and Personalization in the Contact Center is Transforming the Customer Experience

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ACT Whitepaper on Optimizing Call Center Operations

report

Optimizing Call Center Operations in the Age of Rapid Change and Digital Disruption

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ACT Whitepaper On Total Experience Formula for Contact Centers

report

The Merits of the TotalExperience Formula™ for Contact Centers in 2024

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ACT Whitepaper On Enhancing Customer Service Quality through ESOP Employee Ownership

report

Enhancing Customer Service Quality through Employee Ownership (ESOP)

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2024 Customer Product of the Year Award

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ACT Receives 2024 CUSTOMER Magazine Product of the Year Award for Second Year in a Row

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ACT Whitepaper on How to Avoid Call Center Automation Challenges

report

Unintended Consequences of Call Center Automation and How to Avoid Them

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Happy, smiling and laughing call center agent talking to colleague

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Overcoming BPO Market Saturation: What Is It, How It Affects You, and What to Do About It

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