Fear of messing up with AI is a real concern, but it doesn't have to be.
Posted November 15, 2024
System integration is always a challenge, but with customization it can become a real hairy mess.
Posted November 07, 2024
How to use conversation design to improve customers' chatbot experiences.
Posted November 01, 2024
It's valuable to have teams that oversee corporate AI strategies and implementations.
Posted October 25, 2024
An iterative and long-term approach that involves your team from the start is the key to AI implementation.
Posted October 17, 2024
Generative AI can eliminate the Rube Goldberg analogies prevalent in past customer service interactions.
Posted October 10, 2024
Look beyond AI and AI agents and consider the value you want to deliver to your customers.
Posted October 04, 2024
Most metrics used today don't articulate departmental objectives and make it difficult to demonstrate functional value to stakeholders or make the case for investment.
Posted September 27, 2024
Applying the right AI-enabled solutions in contact centers and self-service environments should yield quantifiable benefits, but it might take more time.
Posted September 19, 2024
Generative AI has a lot of potential uses in customer service, including answering questions that might not come up as often.
Posted September 06, 2024
Career advancement among customer service and support leaders requires building and maintaining the right professional networks.
Posted August 29, 2024
To ensure the right purchases, ask vendors for case studies that show customer successes.
Posted August 22, 2024
Invest in improving customer experiences now or face costly consequences later.
Posted August 16, 2024
Class-action lawsuit misrepresents what contact center-as-a-service providers do with call recordings.
Posted August 08, 2024
GenAI refocuses attention onto two long neglected areas: knowledge management and agent desktops.
Posted August 01, 2024
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The two-solution set is outdated and creates unnecessary redundancies.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