Expert Advice

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

Companies need to invest in automation that helps them anticipate customers' needs, solve problems quickly, and match relevant offers in real time.
Posted May 06, 2021

Investing in digital self-serve channels will improve, not hurt, contact center operations.
Posted May 03, 2021

As technology vendors jockey for market position, it's more important for customer service technology to be unified.
Posted April 15, 2021

Companies need to pivot from a customer experience to a Business of Experience mindset.
Posted April 08, 2021

The contact center WFM market is transforming to address the needs of the digital generation
Posted April 01, 2021

Quality customer service and performance targets shouldn't have to conflict.
Posted March 25, 2021

Next-generation chatbots are far more capable than earlier ones, so you can't have the same expectations as before.
Posted March 22, 2021

Customer data is far more valuable and not being used or accessed nearly enough.
Posted March 05, 2021

Managers need to look at employee preferences and other factors when considering how to proceed with work-from-home policies.
Posted February 25, 2021

AI and analytics are making it possible to predict customer issues before they happen, but don't overlook reactive service.
Posted February 18, 2021

Customer service operations need to adopt new labor models, data, and technologies to adapt in the post-pandemic world.
Posted February 11, 2021

How digital + physical is transforming customer experiences.
Posted February 05, 2021

Contact centers are making the right moves to sustain themselves for the long-term.
Posted January 29, 2021

When quality and service levels are low, costs go up, so problems with both need to be addressed together.
Posted January 21, 2021

The new contact center is not a cost center, but rather, the core of customer experience.
Posted January 15, 2021

Employment rule changes will have an affect on contact center wage and time-off provisions, and you need to budget for them.
Posted January 07, 2021

People, process, and technology all need to be adjusted for a more dynamic and proactive approach to customer engagement.
Posted December 24, 2020

Employee productivity has actually gone up for firms that have implemented work-from-home policies to deal with the pandemic.
Posted December 17, 2020

Companies will need to adopt three customer service strategies to emerge from the crisis stronger and leaner.
Posted December 11, 2020

Taking calls out of the contact center needs to be a company-wide effort.
Posted December 03, 2020