Mark McKinney starts off the top 5 this month with his article unpacking the FCC’s recent rulings. He explains the rulings and how they can affect your center, as well as what you can do to alter your workflows to become compliant.
Next, Joanna Moser provides us with some thoughtful considerations for whether and how to implement AI solutions to improve your CX. Mark Pereira then shows us how to factor VOC into your strategy for improving the agent and employee experience.
After that, Kathleen Peterson explains how embracing operational perspective can lead to operational excellence.
Finally, it is safe to say Tiffany’s Pipeline Puzzles are quite a hit! Again this month, her latest puzzle hit the top 5. This month she offers a word search: Workforce MATHement. Enjoy!
May Pipeline Puzzle: Workforce MATHement
Take a crack at May’s Pipeline Puzzle: May Pipeline Puzzle: Workforce MATHement, brought to you by Tiffany LaReau and Human Numbers.
Unpacking the Recent FCC Rulings
The U.S. Federal Communications Commission (FCC) oversees powerful laws and regulations impacting the call center industry, notably the Telephone Consumer Protection Act (TCPA). So, call centers should pay heed to a pair of recent FCC rulings that are poised to upend call center compliance in 2024 and beyond.
Energizing the CX
With continued market uncertainty, lingering inflation, and heightened customer expectations, business leaders are laser-focused on improving or, more accurately, energizing the overall customer experience (CX), as well as enhancing the customer support experience. In particular, eliminating points of friction in the customer journey is top priority.
Taking the VoC Road
The voice of the customer (VoC) is not about hearing what customers are saying. Instead, it is about listening i.e., understanding the messages that they are communicating.
Staying on the Same Wavelength
The idiom “on the same wavelength” conveys the idea of mutual understanding from a shared perspective and highlights the significance of harmony in viewpoints. Within the context of Contact Center leadership, achieving this unity of perspective can be akin to navigating a tempest of competing viewpoints. These can lead to potential friction and operational discord.
