Expert Advice

There are seven factors that guide customer intolerance for being locked in queues.
Posted April 03, 2020

Letting customer service agents work from home is smart business sense and presents an opportunity to take advantage of new technologies.
Posted March 27, 2020

Clearly, using work-at-home employees would be the safest way to staff contact centers during this pandemic. If companies aren't properly set up to handle this scenario, starting a WAH program will be tough but not impossible.
Posted March 19, 2020

The choices for WFM systems have never been better, and contact centers have never had more options.
Posted March 13, 2020

Contact centers are the perfect environment for automation, freeing agents from repetitive tasks that take away from their real purpose.
Posted March 06, 2020

Customer experience improvements, finding upsell and cross-sell opportunities, and ensuring regulatory compliance are the top reasons for speech analytics deployments.
Posted February 27, 2020

Customer service leaders continue to focus on improving both live and automated service experience with finite resources.
Posted February 21, 2020

Include planning for pandemics like the coronavirus in your disaster recovery/business continuity plans.
Posted February 14, 2020

Technological advances have enabled us to do things the early communications pioneers could never have imagined
Posted February 07, 2020

Timing, testing, and trust need to be at the forefront of any digital transformation.
Posted January 30, 2020

Customers are adopting a wide variety of channels for contacting customer service, and many of them are digital.
Posted January 24, 2020

The California Consumer Privacy Act applies to contact centers, so you need to know what is required.
Posted January 16, 2020

There are four imperatives that separate companies whose digital self-service strategies are paying off from those that are still waiting for the promise to come true.
Posted January 10, 2020

Customer data platforms can lead to hyper-personalization, if they are used properly.
Posted December 20, 2019

Contact center leaders must seek a much broader range of skills and types of agents to keep up with workforce changes.
Posted December 13, 2019

There's value in a human-to-human relationship, but there's nothing wrong with having technology to help along the way.
Posted December 06, 2019

Companies need to move into omnichannel service offerings to truly undergo needed digital transformations.
Posted November 14, 2019

Contact center budgeting requires a clear direction, good communication, and a solid understanding of the contact center's needs and strategic contributions.
Posted November 08, 2019

CX isn't the same as CRM, but it requires an investment all the same.
Posted November 01, 2019

Though interest continues to grow, opportunities for customer self-service still abound.
Posted October 25, 2019

Contact centers can be stress-filled places to work, but managers can do a few things to lessen the emotional strain.
Posted October 17, 2019

Self-service can help companies weather any financial storm without killing the customer experience.
Posted October 04, 2019

Robotic process automation will allow contact centers to upskill agents to handle more complex interactions.
Posted September 27, 2019

Every customer contact is an opportunity to convince customers to continue doing business with you.
Posted September 19, 2019

Successful customer communities share some common elements.
Posted September 13, 2019

New technologies are renewing the need for call center agents.
Posted September 06, 2019

Here are the many benefits companies can realize with artificial intelligence.
Posted August 30, 2019

Empowering agents to make decisions on the spot creates a better experience for everyone involved.
Posted August 23, 2019

Call tracking improves marketing effectiveness while making the contact center an essential corporate contributor.
Posted August 16, 2019

Making content useful and available is a key to increasing the use of self-service support options.
Posted August 08, 2019

Contact center recordings have a wealth of information, but few companies are using them properly.
Posted August 01, 2019

Virtual customers are coming; Customer service and support leaders must understand the challenges associated with them.
Posted July 26, 2019

Customer service agents face many challenges, but a modern agent desktop could be the answer.
Posted July 19, 2019

Once properly cultivated and incentivized, influencers can share news of their great customer experiences with their followers.
Posted July 12, 2019

Customer service personnel need to leave good impressions throughout the interaction, not just at the outset.
Posted June 28, 2019

Involve agents in setting up self-service processes so they will be more likely to accept and promote them.
Posted June 21, 2019

Companies should make websites accessible and train agents to deal with disabled consumers.
Posted June 18, 2019

Surprises can turn good interactions into memorable experiences that keep customers coming back.
Posted June 07, 2019

Traditional key performance indicators need to be combined with new technologies, like customer journey analytics, to allow companies to anticipate and meet customer needs.
Posted May 30, 2019

Customer intelligence platforms give companies the best chance of determining what customers truly want and being relevant to them.
Posted May 24, 2019

Research shows that agents are more likely to respond to incentives that feed their egos than their wallets.
Posted May 16, 2019

Customer service organizations have to make self-service easy and fast, while still connecting the customer to the right action or answer.
Posted May 09, 2019

Below are seven tips to help companies improve the customer experiences they provide.
Posted May 03, 2019

Customers who advocate for your products are very valuable. Here's how to cultivate them.
Posted April 26, 2019

Training artificial intelligence is a lot like training a new puppy, without all the mess.
Posted April 18, 2019

Brand loyalty requires employees who love what they do and the company for which they do it.
Posted April 11, 2019

The short answer is yes, because AI-based systems improve quality, productivity, and the overall customer journey.
Posted April 04, 2019

Digital enablement doesn't mean replacing voice channels. It should be about supplementing and enhancing them.
Posted March 22, 2019

There are a few important questions to ask when trying to calculate the real worth of the contact center to the company.
Posted March 15, 2019

You need to keep customer service employees engaged and motivated. Here's a list of things to avoid.
Posted March 08, 2019