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
Retailers need to reevaluate the experiences they deliver to consumers across all touchpoints.
Posted March 16, 2018
Changes are coming, and you can't count on vendors to prepare you or your workforces for them.
Posted March 02, 2018
An apology can de-escalate a bad situation, but it has to be sincere.
Posted February 23, 2018
Companies with service and marketing alignment achieve far superior annual gains.
Posted February 16, 2018
With automation, contact centers will become specialized, high-touch operations handling detailed customer interactions.
Posted February 09, 2018
With the call-back option becoming more popular, it's important that company reps leave the right voicemail messages.
Posted February 02, 2018
Bots should be considered for more than just their cost-saving potential.
Posted January 26, 2018
The optimal way to engage customers is in conversations that span device types and modalities.
Posted January 19, 2018