We start off this month’s most-read blog posts with an inside view of the contact center operations of BC Ferries, which provides ferry services for the Province of British Columbia, in Canada.
Next, we shift gears as Kathryn imparts the importance of an effective onboarding strategy and how to structure yours for success.
Then, Jim walks us through how best to implement AI for positive, efficient results.
Mark delves into the complex topic of managing your remote workforce. In part 1, he covers communications, tech, and performance monitoring. Read on to part 2 to learn about employee engagement, security, and training.
Wrapping things up for this month, Brendan interviews Scott Steele, Thrive, on how they have incorporated AI into their customer experience journey. Enjoy our top posts of April!
Ferrying Excellent Customer Service
Transportation providers have one of the most rewarding and challenging environments in which to deliver excellent customer experiences (CXs), including through their contact centers.
The First 90 Days Decide Everything
Turnover is still the industry’s headline. A 2025 report from NiCE and SMG, “Managing the Modern Contact Center: Current Employer Trends”, found that attrition averaged about 39% in 2024: an improvement from 49% the year before, but still far too high.
Looking Beyond the AI Hype
The contact center industry is drowning in AI promises. Every vendor claims their solution will revolutionize customer experience (CX), eliminate agent turnover, and boost satisfaction scores by 40%.
Strategies for Managing Remote Call Center Teams
As the world has shed its embrace from the global COVID-19 pandemic, call and contact center leaders find themselves in a classroom of adaptability. They teach us to pivot while staying true to our objectives, serving customers, and meeting service level agreements (SLAs).
When IT Needs Support…
With the ability to create and creatively employ leading-edge technologies, IT companies and departments seemingly have all the methods and answers to resolve customers’ issues to provide excellent customer experiences (CXs).
