New ways of onboarding, coaching, and fostering a sense of community are essential as companies return with work-from-home and hybrid staffing.
Posted June 03, 2021
Companies need to involve employees in all aspects of innovation, all the way through to completion and the laurels afterward.
Posted May 27, 2021
Supreme Court ruling is a necessary, but only a first step in reforming the Telephone Consumer Protection Act.
Posted May 21, 2021
Government contact centers faced unique challenges during the pandemic, but they were able to pivot and serve admirably.
Posted May 13, 2021
Companies need to invest in automation that helps them anticipate customers' needs, solve problems quickly, and match relevant offers in real time.
Posted May 06, 2021
Investing in digital self-serve channels will improve, not hurt, contact center operations.
Posted May 03, 2021
As technology vendors jockey for market position, it's more important for customer service technology to be unified.
Posted April 15, 2021
Companies need to pivot from a customer experience to a Business of Experience mindset.
Posted April 08, 2021
The contact center WFM market is transforming to address the needs of the digital generation
Posted April 01, 2021
Quality customer service and performance targets shouldn't have to conflict.
Posted March 25, 2021
Next-generation chatbots are far more capable than earlier ones, so you can't have the same expectations as before.
Posted March 22, 2021
Customer data is far more valuable and not being used or accessed nearly enough.
Posted March 05, 2021
Managers need to look at employee preferences and other factors when considering how to proceed with work-from-home policies.
Posted February 25, 2021
AI and analytics are making it possible to predict customer issues before they happen, but don't overlook reactive service.
Posted February 18, 2021
Customer service operations need to adopt new labor models, data, and technologies to adapt in the post-pandemic world.
Posted February 11, 2021
How digital + physical is transforming customer experiences.
Posted February 05, 2021
Contact centers are making the right moves to sustain themselves for the long-term.
Posted January 29, 2021
When quality and service levels are low, costs go up, so problems with both need to be addressed together.
Posted January 21, 2021
The new contact center is not a cost center, but rather, the core of customer experience.
Posted January 15, 2021
Employment rule changes will have an affect on contact center wage and time-off provisions, and you need to budget for them.
Posted January 07, 2021
People, process, and technology all need to be adjusted for a more dynamic and proactive approach to customer engagement.
Posted December 24, 2020
Employee productivity has actually gone up for firms that have implemented work-from-home policies to deal with the pandemic.
Posted December 17, 2020
Companies will need to adopt three customer service strategies to emerge from the crisis stronger and leaner.
Posted December 11, 2020
Taking calls out of the contact center needs to be a company-wide effort.
Posted December 03, 2020
If there's one thing we've observed, it's that business agility has become a requirement for success today.
Posted November 19, 2020
Customers respond better when they know how long the wait will be, but their patience isn't unlimited.
Posted November 12, 2020
Personas will better match agents with customers, improving experiences for both.
Posted November 06, 2020
Voice biometrics can shave three to five seconds off average handle times and significantly reduce fraud risks, making it a valuable contact center tool.
Posted October 30, 2020
Service can increase customer loyalty as long as interactions are low-effort.
Posted October 22, 2020
But the reality is that it cannot be fully automated. Companies still need humans to do what bots cannot.
Posted October 15, 2020
Companies need to deploy both voice and digital technologies to meet customer service needs.
Posted October 08, 2020
Companies that have successfully navigated COVID-19 have turned to cloud-based and AI-enabled technologies for their contact center workforces.
Posted October 02, 2020
Consumers increasingly want to self service, but companies need to let them do so on the channels of their choice.
Posted September 24, 2020
Here are a few considerations to help smooth out service-level dips during certain times of the day or days of the week.
Posted September 18, 2020
To show empathy toward customers, let them know you understand their problems and give them a say in how they are solved.
Posted September 10, 2020
How to get all the departments to paddle in the same direction.
Posted September 03, 2020
The cloud is the main deployment model for contact center systems; here are some considerations if you haven't already made the move.
Posted August 21, 2020
Here are a few first steps for supporting customers over digital channels.
Posted August 14, 2020
Companies need to adjust their strategies for customer self-service amid the continuing crisis and beyond.
Posted August 06, 2020
The right metrics around customer experience measure both explicit and implicit data throughout the full customer journey.
Posted July 31, 2020
There is no right formula for all contact centers or industries, but here are some factors to consider when staffing with agents and supervisors.
Posted July 23, 2020
As we've seen, technology is important, but relationships are equally important.
Posted July 16, 2020
Here are four things to consider when looking to simplify contact center management.
Posted July 10, 2020
Customer service leaders must prioritize employee health and safety as plans are made to re-open offices.
Posted June 25, 2020
Gig economy workers present an opportunity for contact centers to address personnel shortages without the cost and effort of recruiting, hiring, and onboarding.
Posted June 19, 2020
Customer service is moving to digital channels like chat and self-service out of necessity.
Posted June 11, 2020
Customer journey analytics can help companies build effective strategies that engage customers cost-effectively throughout their lifecycles.
Posted June 05, 2020
A guide to the seven categories of metrics that every contact center should have, from the foundation up.
Posted May 28, 2020
As interactions move online, digital channels like chat and co-browse become a lifeblood of customer service.
Posted May 22, 2020
Tech support organizations were able to quickly scale up work-from-home workforces without negative impacts.
Posted May 14, 2020