Throughout August, our blog readers have been interested in a variety of topics important to our centers. At the top of our most-read posts this month, Devon details three major ways that AI is helping the customer experience.
Next on the list, Tom explains how many centers are in the midst of a knowledge management crisis, and how to rectify the situation.
Then, our remote work expert, Michele, shares ways you can make your remote program successful.
Steve reports three main findings from “The 2025 US Contact Center Decision-Makers’ Guide,” based on a survey of 192 U.S. organizations and 1,000+ U.S. customers.
Wrapping up our top 5, Brendan seeks advice from our CCP Advisory Board on how to update our centers’ business continuity and disaster recovery plans.
Three Ways AI is Changing The Contact Center
In recent years, the advancement of artificial intelligence (AI) has inspired organizations to implement the technology in their contact centers. This is largely to stand apart from their competition through the customer experience (CX), drive efficiency, and improve the effectiveness of agents.
Solving the Knowledge Crisis
Service and support organizations face a growing knowledge crisis. It is characterized by an ever-widening gap between the knowledge required to resolve issues efficiently in modern support roles: and the capacity to keep up with the demand using traditional approaches.
Making Remote Work Successful
Bloomberg Law reported in February 2025 that CIGNA will tie executive compensation to customer experience (CX) Net Promoter Scores. Certainly, part of that will come from contact center interactions. It’s nice to see that contact center value and shareholder value is being so formally and publicly aligned.
RESEARCH: The Great Contact Center Standoff
“The 2025 US Contact Center Decision-Makers’ Guide” is based on a survey of 192 U.S. organizations and 1,000+ U.S. customers. This is the 17th annual edition of the report.
Ready for the Next Disaster?
Contact centers are at the hub of business continuity and disaster recovery (BCDR) efforts. They must maintain timely customer service/support, especially to those customers who have been impacted both directly and indirectly by these “events.” And at the same time protect their employees and operations – in that order – from harm.
