Most people don’t trust the companies they buy from. AI seems to be making customers more wary, instead of building better experiences and trust...

In contact centers, metrics have always been the north star. We measure everything: customer satisfaction (CSAT), first contact resolution (FCR), Net Promoter Score (NPS),...

Two decades ago, the “Service Guru,” Tom Peters, did an interview with me entitled, “Push, 1, Push 2, Push 3, Push your customer over...

Contact center leaders are in a tough place. Executives demand faster results, happier customers, and shrinking budgets. It’s a high-stakes juggling act: chasing efficiency without...

In 2023, the Chevrolet of Watsonville, Calif. chatbot offered one lucky customer the deal of a lifetime. The large language model (LLM)-powered negotiator agreed to...

The contact center industry is facing a customer experience (CX) breakdown that can no longer be dismissed. The data tells a clear story: Forrester’s “Global...

Contact centers have long sought to balance providing loyalty-and-revenue-building excellent customer experiences (CXs) with the costs of supplying them, and with this, supplying superb...

Since generative AI (GenAI) made its explosive debut at the end of 2022, every business function has felt pressure to deploy GenAI-powered tools in...

Everything faces an end. And technology is no exception. Indeed, technology systems must be retired when they become outdated, pushed off stage as newer...

Our kids say “Back in My Day” all the time. They then go on to giggle, giggle and come up with a witty recall...

This month, Jim starts off our list with the importance and benefits of implementing unstructured data integration strategies. Ryan then teaches us about a...

Data is the fuel of organizations. It provides the energy to the various engines that create, deliver, service, fix, and sell its products and...

Contact centers have always been obsessive about numbers. Average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and so many more. These...

There is no doubt that the contact center space is going through major disruption: and this isn’t just a matter of modernizing with a...

Yes, there are plenty of practical reasons to outsource your contact center. Cost, coverage, scalability, language support, and speed all make sense on paper....

Ed. Note: Avaya has long been a leading supplier of contact center solutions with a large customer base and a history going back to...

Change is the norm in contact centers. There are the customer issues, and, depending on the center, customer sales opportunities. Rarely is one day...

Unstructured interaction data apparently is now the norm, from what I am gathering from industry sources, of what flows through a contact center. These...

Whoa! Has anyone noticed an itty-bitty bill floating around the 119th U.S. Congress? It is named the Keep Call Centers in America Act of...

Here are two connected conversations that broke employee trust without anyone noticing: A Filipino agent is coached for mishandling a timecard issue. Later, a Honduran...

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...