Expert Advice

The two-solution set is outdated and creates unnecessary redundancies.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
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
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
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
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

These actions will get outsourcing partners back on track when performance and customer experiences suffer.
Posted July 06, 2023