Recently I listened to a CEO address the entire company about their firm’s growth emphasizing the transformative power of sharing knowledge. “Innovation isn’t just...

Steve tops our most read blog posts this month with his findings from “The US Customer Experience Decision-Makers’ Guide (2024-25).” Specifically, he hones in...

In our hyper-connected reality, a staggering 88% of customers now equate their experience with a company to the value of its products or services....

The rise of Agentic AI - what McKinsey calls the “next frontier of generative AI” (GenAI) - marks a seismic shift in the future...

Regulatory compliance has undergone a significant transformation in recent years. Particularly when it comes to voice recording. According to a Reuters report, 70% of...

Regulatory compliance is a critical issue for any organization that provides products or services to the public. This is particularly true in the United...

Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of...

Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of...

The Federal Communications Commission (FCC) has a new set of rules covering the rights of consumers to not be reached by companies without their...

The last few years have seen AI evolve from a theoretical advantage to a central force in customer experience, especially in contact centers. With...

Deciding how and where to locate contact centers in today’s climate is like attempting to dock a ship in rough waters. Such conditions including...

Forrester Research’s most recent annual Customer Experience Index (CX Index™) rankings revealed several disturbing trends about the customer experience (CX). “US consumer perceptions of...

Aside from artificial intelligence (AI) being the most important technology trend for contact centers to get behind, it’s also evolving at a pace that...

Google defines irony as “Whenever a person says or does something that departs from what they (or we) expect.” It is often delivered with...

Our May issue marks a sign of the times. As the technologies we deploy in our centers help with operational efficiencies and enhance customer...

In the renowned ancient treatise The Art of War, Sun Tzu famously states that every battle is won before it is fought. To paraphrase...

This month, Brendan kicks off the top 5 with leading contact center experts' insights on staffing and retention. Next, Rick shares his three-part series...

Workplaces vary dramatically, and the disputes that arise on a construction site are different from those in a surgical center or in a faculty...

“The US Customer Experience Decision-Makers’ Guide (2024-25)” is based on a survey of hundreds of US organizations and 1,000+ US customers. This is the...

When there are critical matters at hand - in this case ensuring the right numbers of quality contact center agents in order to retain...

Today’s job market favors candidates, with more job openings than people to fill them. For contact center leaders, this presents an additional challenge: dedicated...

You may consider this a novel idea ... but it is time for Contact Center leaders to take a stand and behave as if...

A surprising trend is emerging in the busy world of contact centers, where customer service is a 24/7 operation. New employees (agents) appear more...

These are anxious times. Both from consumer customers concerned about rising costs and ensuring value-for-money and from businesses seeking to profitably meet their needs....

One of the most fundamental principles of doing business is having a set of brand values that define the company and resonate with the...

Almost every company my firm does business with offers a post-interaction survey, especially if they have a contact center. I will almost always respond...

It’s fascinating to learn just how long it takes for technology to approach the mainstream. Take artificial intelligence (AI), for example. Just this year...

These are very interesting times for our contact centers. In our current news cycles, we read of staff layouts, return to the office mandates,...