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 on customers’ preferred methods for contacting centers, as well as what they most value from their experience.
Then, Ric outlines what makes an effective, successful contact center strategic plan. Next up, Richard provides us with tips to navigate workplace conflict.
Sangeeta outlines both challenges and solutions for engaging with your new and seasoned team members during training sessions.
Vicki switches gears and addresses a serious issue facing our centers: fraud attempts specifically aimed at our centers’ voice channel. Read on to boost your knowledge on these most important topics!
[RESEARCH] What Do U.S. Customers Really Want From a Contact Center Interaction?
“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 article looks at two major findings from the report: what do customers really value from a contact center interaction, and how do they prefer to contact an organization?
Sun Tzu and the Art of Contact Center Planning
In the renowned ancient treatise The Art of War, Sun Tzu famously states that every battle is won before it is fought.
Navigating Workplace Conflicts
Workplaces vary dramatically, and the disputes that arise on a construction site are different from those in a surgical center or in a faculty meeting at a university. And they are different again for those in a contact center.
Attention, Agents!
Here is a question I hear often: “How do I keep new hires engaged to learn during training?” In this article, I will touch on the engagement for both new hires and existing team members. It is a challenge that almost every training team discusses.
The Evolving Voice Security Threats
There is nothing particularly new nor surprising about fraud attempts leveled against contact centers. After all, these customer-focused operations are also direct gateways into user accounts and organizational data: both irresistible draws for cyber-thievery.
