Our July issue touches on many contact center topics. We discuss agent burnout, finding the right balance with CX, contact center strategy, AI agents,...

In today’s global economy, call and contact centers handle inquiries from a diverse range of customers. This diversity reflects the richness of a global...

John starts this month's list by detailing four strategic actions contact center leaders can take to optimize their operations, beginning with reducing unnecessary contacts....

The profit engine of any successful call center rests on two cornerstones: retaining skilled agents and minimizing sick leave. These aren’t peripheral metrics; they...

For years, companies - including many in the business process outsourcing (BPO) space - have relied on nearshore and offshore call center staffing to...

Email sits at the center of customer service in Canada. Renewal notices, account updates, service alerts, appointments, and payment reminders all depend on it. Email...

Contact centers are uniquely vulnerable to bullying and harassment, a critical set of issues which this article will explore. The consequences are clearly seen...

For decades, contact centers have been managed by the same familiar scorecard. Average handle time (AHT) Service levels CSAT Cost per contact NPS There’s a reason 85% of contact centers...

When automated teller machines (ATMs) first showed up in the late 1970s, many predicted a steady decline in bank tellers. I can remember working...

The poets, newspaper journalists, and novelists may be weeping into their embroidered hankies about generative AI (GenAI) being the death of original writing. But contact...

Accents are deeply personal, shaped by geography, language, socioeconomic class, gender, and by one’s own identity. Just as voice prints can identify individuals, accents...

Digital accessibility is no longer a “nice-to-have.” It’s a business-critical issue that impacts customer experience (CX), operational efficiency, and brand trust. Yet many contact...

Airlines are in the business of taking customer journeys. And they comprise two key steps that are taken together. There is the physical piece of...

In our September 2025 issue, we featured an article, “The Road Ahead for Auto Finance CX,” which examined automotive finance lending and included an...

Customer experience has become the defining battleground for many businesses. Organizations are racing to create faster, smarter, and more personalized interactions. The question facing...

It seems that everywhere you look these days, the conversation is focused on AI, and our most-read blog posts this month are no exception....

In an era where businesses invest billions in digital self-service platforms, a surprising trend has emerged: customers are increasingly turning to voice channels when...

Every contact center leader feels pressure to modernize by adopting AI, digitizing everything, reducing costs, and improving customer experience (CX). But before you optimize,...

If everything worked, customers would rarely get in touch. The contact center catches what other processes and departments drop. Even the simplest contacts, such as...

When people talk about automation, including customer experiences (CXs) powered by AI, it often comes with dramatic headlines: jobs disappearing, customers shocked and awed,...

AI has been hyped as the silver bullet for customer service and sales, and nowhere more than in chatbots. The promise was simple: let...

With the surge of AI and automation, it’s never been easier for brands to invest in new ways of connecting with customers. But at...

Businesses have no shortage of tools for acquisition and support. This pre-purchase phase is the playing field of many marketers where they can guide...

Coaching isn’t just a checkbox: it’s a bridge. A bridge between where an agent is today and the untapped potential waiting just ahead. Sometimes...

The operative word here is “shrink”, as this implies that AI will lead to scaled-back contact centers. At face value, this means having fewer...

“The customer isn’t the hard part.” That line landed heavy during a recent agent focus group. Heads nodded. Agents weren’t venting. They were diagnosing. The...

Contact centers are moving faster down the road to increased automation, where machines are becoming the norm and people the exception in customer interactions....

Our May issue explores two challenges facing leaders today: strengthening security and compliance, and attracting and retaining top talent in a competitive market. Security is...