Contact centers are among the most infrastructure-intensive operations in any organization, with applications including voice and chat channels, AI assistants, analytics engines, and workforce...

One of the constants of the human experience is coping with disasters. And as their nature changes (which is also a constant), so must...

No matter the industry, just about every brand is trying to navigate a real-world dilemma. That is, to meet (and exceed) rising customer expectations...

Our August issue centers around two ongoing management issues. First, training: making time for training, your training program and AI, the impact of social...

This month's top 5 has a strong focus on our people and how we can best support them. Jens guides us through updating our...

Contact centers must deliver more than they ever have before. Interactions are more complex, customers are less patient, products are more configurable, and channels...

We’ve analyzed quality assurance (QA) from every possible angle: scoring models, calibration sessions, and compliance metrics. But how often do we look at QA...

The headlines over the past 12 months appear to give the impression that remote work/work-from-home (WFH) is dying as employers seek to gain more...

Remote agents have become the standard operating model for contact centers across North America. During the COVID-19 pandemic, remote work was the only viable...

Contact centers help guide customers on their journeys, including the twists, turns, and obstacles they face. At the same time, centers are on their...

If you have ever lived through a merger or acquisition (M&A), you know the feeling. Systems do not talk, processes overlap, and everyone insists...

I’m starting from a few assumptions. That diversity and inclusion matter. That neurodiversity is real. And that listening is one of the most important...

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....