Expert Advice

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

To get a complete view of customers, companies need to do more with the data they have.
Posted March 04, 2019

Valentine's Day reminds us to show appreciation for our customers all year.
Posted February 22, 2019

As digital disruption takes hold, companies will have a greater need for customer data.
Posted February 19, 2019

Above all else, customer experience leaders want perceived value from the solutions they choose to implement.
Posted February 08, 2019

Shifting demands and market conditions are driving vendors to switch from best-of-breed components to more integrated suites.
Posted February 01, 2019

Networking properly creates opportunities for career and personal development.
Posted January 25, 2019

Staff forecasting takes practice, but avoiding these 10 pitfalls can increase accuracy and credibility.
Posted January 18, 2019

The gig economy can teach contact center operators a few things about employee retention.
Posted January 11, 2019

There will always be a role for humans in the contact center of the future.
Posted January 04, 2019

Contact centers that have improved their customer experiences have empowered their agents with access to the right information.
Posted December 28, 2018

Contact center automation will pave the way for several new types of agents.
Posted December 21, 2018

Don't just thank customers during the holidays; that should be standard practice all year long.
Posted December 14, 2018

Agent-advocates can be your strongest means toward more loyal customers.
Posted December 07, 2018

There are seven key categories of metrics that should be used to measure contact center performance.
Posted November 30, 2018

Service and marketing teams can and should work together to map customer journeys as a way of improving all elements of their relationships.
Posted November 16, 2018

Four tips for selecting the right customer service employees.
Posted November 09, 2018

How close are we to a day when we won't need customer service any more?
Posted November 02, 2018

Traditional QA systems have gotten more robust, but companies aren't using them.
Posted October 26, 2018

The research shows that contact centers using AI see higher metrics than those that are not.
Posted October 19, 2018

Investing in the right people and processes can help reduce agent attrition.
Posted October 12, 2018

Artificial intelligence works best when it is combined with a human element.
Posted October 05, 2018

Customer service reps can be taught sales techniques to provide solutions, not just resolve cases.
Posted September 28, 2018

There's just too much customer data available, and companies that know how to use it will have a clear advantage.
Posted September 21, 2018

In the contact center, one person can have a huge impact on customers and fellow employees, and we have the numbers to prove it.
Posted September 14, 2018

Consumers are used to technology helping them in other parts of their lives, so why not when they call a contact center?
Posted September 10, 2018

Automation requires planning your customer service encounters rather than simply layering on technology.
Posted August 31, 2018

AI is not going to take over the world, but it will improve worker productivity in the next few years.
Posted August 24, 2018

The cloud is gaining in appeal for contact centers of all sizes, and increased flexibility is the leading cause.
Posted August 17, 2018

You need to get the basics of knowledge management right to reap its full rewards.
Posted August 10, 2018

Customer service associates who feel appreciated have a better connection to the brand and can deliver better service to customers.
Posted August 03, 2018

Field service work can be a differentiator, if done properly with the customer in mind.
Posted July 27, 2018

Contact centers don't have to be cost centers. They can provide benefits to marketing, sales, legal, HR, IT, R&D, manufacturing, and financial departments.
Posted July 20, 2018

Today's stories allow two-way customer contacts across devices and platforms.
Posted July 16, 2018

Examine the scenography of your contact center before putting on the daily customer service performance.
Posted July 06, 2018

Bots will soon outnumber human employees, but that doesn't mean higher unemployment rates.
Posted June 29, 2018

Do you have a traditional call center or an intelligent contact center?
Posted June 22, 2018

Don't rush out to buy chatbots, virtual reality, or artificial intelligence just because they're new and attractive.
Posted June 15, 2018

With just a few wording changes, customer service reps can position your company higher in the CSAT department.
Posted June 08, 2018

Artificial intelligence has limited capabilities right now, so don't let vendors oversell it.
Posted June 01, 2018

The data privacy issue is all the rage, and GDPR presents a lot of opportunity for companies and consumers.
Posted May 25, 2018

As consumers work to take back control of the data companies have on them, businesses need to step up as well.
Posted May 21, 2018

The patient was someone's mother--MINE!
Posted May 11, 2018

Even with a cloud deployment, you can't expect the vendor to do everything all of the time.
Posted April 27, 2018

Helping customers help themselves — also known as "self-service" — has become a necessity in customer experience (CX) programs.
Posted April 20, 2018

Artificial intelligence can have a dramatic effect on customer service, if you use it correctly.
Posted April 13, 2018

Customers are more likely to remember how you made them feel than what you said or did.
Posted April 06, 2018

Artificial intelligence's infusion into marketing and customer service is enabling more conversational interactions.
Posted March 23, 2018
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