Expert Advice

New metrics are needed to ensure customer service operations deliver value to customers and the business.
Posted July 28, 2022

Turnover in the contact center is a fact of life, but there are ways to minimize it.
Posted July 08, 2022

An artificial intelligence framework will be needed to monitor and optimize the performance of technology, people, and processes in the contact center of the future.
Posted June 30, 2022

Most customers don't even know what the metaverse is yet, so don't rush in full-steam-ahead without doing your homework.
Posted June 24, 2022

Organizations must make data ethics a core component of their data management strategy.
Posted June 17, 2022

Technology alone is not going to do much good when it comes to serving customer and employee needs.
Posted June 13, 2022

Customer data hides valuable information to redirect product and service delivery and overall customer experiences.
Posted June 03, 2022

As hybrid work environments seem here to stay, companies can take steps to keep agents engaged as parts of the organization.
Posted May 20, 2022

Unofficial third-party channels will redefine customer service resolution pathways.
Posted May 13, 2022

Some customer service challenges have existed for decades, but companies are finally recognizing them and starting to explore ways to address them.
Posted May 05, 2022

Government agencies should also view customer service as a value-generator, just as private-sector organizations do, but for different reasons.
Posted April 28, 2022

Agent empathy is developed over time, and the right technology can bring it out.
Posted April 21, 2022

Prior reasons for not adopting video for customer service have slipped away in the past few years.
Posted April 14, 2022

Low-code/no-code platforms just have too many benefits to ignore any longer.
Posted April 08, 2022

Here are some tips to make sure that your proactive customer service outreach doesn't overwhelm customers or your contact center.
Posted March 24, 2022

Companies achieve better results when they view customer service as a value center rather than a cost.
Posted March 16, 2022

Phone is the most expensive customer service channel, so moving interactions to digital channels makes a lot of sense.
Posted March 03, 2022

With uncertainty still looming, contact centers should continue the staffing policies that have worked so far.
Posted February 24, 2022

Companies need to supplement traditional surveys with speech and text analytics
Posted February 10, 2022

From automation to outsourcing, companies must fortify their business with much-needed resources to maintain and thrive in this new economy. (Featured on
Posted January 28, 2022

As COVID-19 hangs on, a renewed focus on employee well-being is key to creating a happy, healthy, and productive workplace, starting with the layout and design of the office.
Posted January 14, 2022

Companies will need to focus on both employees and customers to succeed in 2022.
Posted December 30, 2021

Customer service agents need to be empowered in new ways to deal with customers looking for loneliness support.
Posted December 23, 2021

Companies that want to hire and retain great agents must listen and respond to their needs and create a more flexible and engaging work environment.
Posted December 10, 2021

We need to think about and measure voice just like any other channel of interaction.
Posted December 03, 2021

Social messaging apps have many benefits for companies and consumers, so now is the time to look into deploying the technology in your contact center.
Posted November 19, 2021

Companies need to ask critical questions if they plan to improve customer experiences.
Posted November 03, 2021

Self-service works, but getting it right is a journey that must constantly be measured.
Posted October 28, 2021

Customer service needs to take a proactive approach to avoid alienating consumers.
Posted October 21, 2021

Organizations need to take a fresh look at their self-service offerings and put in motion a technology refresh.
Posted October 15, 2021

Companies have the wrong ideas about customer channel choices and preferences.
Posted October 08, 2021

Empathy matters when dealing with customers today, and here's how to incorporate it into your operations.
Posted October 01, 2021

Now is the time for companies to start investing in virtual and augmented reality and similar technologies.
Posted September 24, 2021

Here is a checklist to make agents successful in the new contact center environment.
Posted September 17, 2021

AI and immersive technologies can improve both shopping and customer service processes.
Posted September 10, 2021

The right tools can have a positive impact on customer experience and the success of a brand.
Posted September 03, 2021

Enabling agents to cross-sell and upsell or move to other channels needs the proper guardrails and supporting technologies and processes.
Posted August 27, 2021

Here's what you need to know about the California, Virginia, and Colorado laws and how to comply with them and others that might be coming.
Posted August 20, 2021

Agent desktops are at the heart of great customer service. Here is what you need to build one.
Posted August 13, 2021

A high percentage of customer service reps are exhausted and indifferent, but there are ways to address this.
Posted August 06, 2021

The time to employ the next level of AI and automation is now.
Posted July 29, 2021

Artificial intelligence can make employees more productive and better able to provide the answers customers need.
Posted July 22, 2021

Measuring and acting on insights across channels is critical for optimizing digital interactions and customer satisfaction.
Posted July 16, 2021

New-generation workforce management solutions offer real-time capabilities and artificial intelligence-enabled forecasting.
Posted July 12, 2021

Net Promoter Score by itself is not a metric to be used to change agent behavior or for process improvements.
Posted July 01, 2021

AI can listen in on conversations, identify call drivers, and diagram conversation flows.
Posted June 10, 2021

New ways of onboarding, coaching, and fostering a sense of community are essential as companies return with work-from-home and hybrid staffing.
Posted June 03, 2021

Companies need to involve employees in all aspects of innovation, all the way through to completion and the laurels afterward.
Posted May 27, 2021

Supreme Court ruling is a necessary, but only a first step in reforming the Telephone Consumer Protection Act.
Posted May 21, 2021

Government contact centers faced unique challenges during the pandemic, but they were able to pivot and serve admirably.
Posted May 13, 2021