Here's how to evolve your quality assurance program to prioritize capturing voice of the customer and customer experience insights.
Posted July 25, 2024
The two-solution set is outdated and creates unnecessary redundancies.
Posted July 18, 2024
Maintaining your knowledge base today will prepare you for present and future information demands.
Posted July 11, 2024
My gut says the number of agents will be reduced, but I can't say that for sure.
Posted June 27, 2024
Customer-centricity should start with the elimination of customers' needs to call in the first place.
Posted June 20, 2024
The human touch in contact center interactions will become a rare opportunity for differentiation. (Featured on DestinationCRM.com.)
Posted June 14, 2024
Virtual queues can work well when used sparingly and in situations where customers benefit from not having to wait on hold.
Posted June 07, 2024
AI will position companies to employ a higher level of agent to deliver truly unique and hyper-personalized customer experiences.
Posted May 31, 2024
WEM used to be a nice-to-have, but now its greater impact is becoming clear.
Posted May 24, 2024
Here are a few steps for boosting customer loyalty through assisted and self-service channels backed by value enhancement strategies.
Posted May 17, 2024
I've worked with some DMVs, and their contact center challenges are real.
Posted May 10, 2024
Don't overlook partner ecosystems and support networks when evaluating technology vendors.
Posted May 02, 2024
More advanced workforce management empowers employees and improves CX. (Featured on SmartCustomerService.com.)
Posted April 25, 2024
Customer service employee and supervisor coaching processes have to transition from reactive to proactive.
Posted April 18, 2024
Here are the steps to take for defining your organization's customer service strategy.
Posted April 11, 2024
Contact center WFM solutions must include adaptive intraday capabilities to meet changing demands in real time.
Posted April 04, 2024
Companies need to do a better job of selling AI to contact center leaders and employees and customers.
Posted March 28, 2024
In 2024, organizations must adopt sustained, dynamic, and proactive engagement throughout the customer lifecycle.
Posted March 22, 2024
A few high-profile AI flubs show there's still work to be done.
Posted March 15, 2024
The proper motivation will help ensure agents and supervisors buy in to any new technology rollouts.
Posted March 07, 2024
Artificial intelligence needs thorough planning, coordination, and training to make sure it works well.
Posted March 01, 2024
Voice of the customer insights should benefit the entire organization, and here's how to leverage them for maximum impact.
Posted February 23, 2024
Here's a framework to get you started on your artificial intelligence journey.
Posted February 15, 2024
Agents are commonly only guilty of doing what they were trained, or constrained, to do.
Posted February 08, 2024
Service and support leaders should reframe their performance narratives around C-suite priorities and emphasize the importance of improving CX.
Posted January 31, 2024
Good customer service does lead to increased revenue, customer loyalty, and brand advocacy.
Posted January 26, 2024
Three things I predict (hope?) will happen this year. (Featured on DestinationCRM.com.)
Posted January 19, 2024
Focus on customer service quality to impact CX, retention, and revenue.
Posted January 12, 2024
In 2024, re-imagine customer service technology.
Posted January 04, 2024
Customer journey analytics are instrumental in capturing, analyzing, and measuring employee and system performance at every customer touchpoint.
Posted December 21, 2023
We need to bridge front-line and boardroom priorities to get the desired contact center results.
Posted December 07, 2023
Five key changes to reframe the value equation of the contact center
Posted December 01, 2023
Focusing on cost per contact alone is unlikely to drive improved operational excellence and cost optimization.
Posted November 16, 2023
The ability to analyze live conversations as they occur helps the customer and employee experience. (Featured on DestinationCRM.com.)
Posted November 10, 2023
Customer service reps today need to be more like a Tuscan waiter:able to read the room, anticipate needs, and bring the goods when it's time.
Posted November 03, 2023
We are only at the beginning of what generative AI and other AI technologies are expected to contribute to contact centers and customer service organizations during the next few years.
Posted October 26, 2023
4 steps for developing a customer service and support management dashboard.
Posted October 19, 2023
Embedded commerce helps customer service teams better engage with clients without friction and risk of disengagement.
Posted October 13, 2023
If you don't adapt, your team will not last long in this world.
Posted October 06, 2023
There are plenty of half truths and nonsensical management philosophies in customer service today.
Posted September 29, 2023
Real-time guidance applications are essential for contact centers as they empower agents with the right customer information and best practices.
Posted September 22, 2023
Focus on real gains in agent productivity to gain executive buy-in for generative AI.
Posted September 15, 2023
Use technology, not surveys, to understand your customers.
Posted September 07, 2023
Better agent experiences uplevel customer experiences, so focus on agent technology to do better.
Posted August 24, 2023
Generative AI and large language models are far different from the inventions of the past. This time, they're for real.
Posted August 18, 2023
Service leaders must focus their talent strategy on identifying and hiring reps who demonstrate traits that improve their ability to deliver low-effort resolution.
Posted August 11, 2023
There are plenty of potential use cases for contact center-as-a-service solutions, and many of them are not the traditional ones.
Posted August 04, 2023
Your contact center moved to the cloud. Did your team?
Posted July 27, 2023
Here are a few steps to help you use generative AI to reshape how agents interact with customers.
Posted July 20, 2023
As call center and unified communications platforms merge, companies need to consider the rest of the technology stack.
Posted July 13, 2023