Contact centers are facing a wide array of environmental, financial, operational, and regulatory challenges. Examples include, but are not limited to: Budget pressures. Evolving customer expectations. Staffing...

When we think about customer experience (CX), it’s easy to focus on support agents, chat tools, or self-service apps. But here’s the truth: behind...

There is just something special about the first days of a new year. I love that we are facing a new, blank slate. A...

Buying a vehicle is arguably the second most important and largest purchase an individual can make, after buying a home. And, like purchasing a...

Dina begins our Top 5 by delving into the benefits of cross-industry benchmarking. She provides insights on how and where to begin, ways benchmarking...

Every company has a culture, whether it’s the one you design or the one you allow. But in many organizations, there are actually two...

If you’ve worked in a contact center for more than five minutes, you’ll have heard someone say, “It’s all about people.” Yet, despite this...

Imagine uncovering the secrets behind successful omnichannel and IVR best practices through firsthand insights from over 25 organizations worldwide. You may feel, as we...

Managing contact centers has always been challenging. Juggling customers’ and agents’ needs under tight budgets and timelines. Ensuring the right numbers of qualified staff...

The Wall Street Journal recently ran a detailed piece on AI voice agents poised to revolutionize customer service. The article paints a picture of...

Despite a rise in consumer spending in April driven by consumers stocking goods ahead of potential price increases due to tariffs, some industry experts...

Workforce management (WFM) is the bedrock of contact centers. Every thriving call or contact center has a foundation of solid WFM, the true backbone...

Here’s a scene most of us can recall far too well. You’re on the line with customer service, stuck on hold, all because you...

Welcome to workforce management’s (WFM’s) new era! It’s a tremendous and opportunistic time in which WFM solutions are being used to build employee engagement...

For years, the idea of turning inbound customer service agents into salespeople has been met with resistance, hesitation, and in many cases, failure. And...

'TIS THE SEASON for reflection. There is something about the end of a year that gives us pause to look back and assess our...

To kick off November's top 5, Sharon guides us on how to meet digital-first customer expectations by creating a digital engagement landscape. Next, Jennifer...

As an entrepreneur in the business process outsourcing (BPO) space and someone who has spent years building mission-driven teams, I’ve seen firsthand how inclusive...

Since the COVID-19 pandemic, employers, including their contact centers, have noticed significant shifts in the labor market. • Unemployment has remained remarkably low. • Hourly workers...

Contact center training and coaching methods and tools are undergoing both a technological transformation and a rethink of how best to help leadership and...

For CX and contact center leaders looking to turn customer conversations into strategic business advantage, the time to act is now. Despite being rich in...

The unpredictability of idle time among contact center agents has always posed a challenge for workforce managers and planners. A little downtime between customer...

American healthcare organizations, for- and non-profit alike, are engaging in a tricky balancing act between cost management and patient satisfaction. Management must ensure efficient administration...

In light of the AI Stargate project and it’s $500 billion privately-funded initiative, it is worth reflecting on a recent study that looked at...

One of AI’s strongest capabilities lies in its ability to identify patterns in large and unstructured datasets. Tasks that are core to the delivery...

Since 2001, I have seen three major economic downturns affect my contact center clients: the tech-sector recession that year, the 2008 financial crisis, and...

November is here and with it comes Thanksgiving – a time to gather, share, and express gratitude for the year’s harvest. Even when things...

Welcome to our November issue. I would like to call your attention to a few special articles this month. The Feature includes Verint, NiCE,...