Mastering the Live Agent Transition
The significant expected increase in market size for virtual assistants (VAs) from approximately $3.07 billion in 2023 to a projected $19.27 billion by 2032,...
The CX Highwire Act
Contact centers have long sought to balance providing loyalty-and-revenue-building excellent customer experiences (CXs) with the costs of supplying them, and with this, supplying superb...
The Rising Importance of Contact Centers
Every year we read articles about how vital contact centers are; insiders almost always write them, but rarely do we read the same opinion...
Turning the Tide with Trust
In today’s hyperconnected, increasingly personalized marketplace, customers expect more than ever. Their expectations of excellence haven’t waned in the face of ongoing challenges like...
Inside View: TCL North America
If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV...
Empowered Agents: A Key to Customer Satisfaction
According to a study from Customer Experience Management, 71% of agents do not have the authority to satisfy a customer. OUCH! With high attrition...
Empowerment Drives Continuous Improvement Mindset
We operate in a fast-changing business environment. The processes that work well today can quickly become unwieldy and undercut your center’s performance tomorrow. Leading-edge...
Dealing with Irate Callers: Providing Post-Call Support
In a previous blog post, I provided tips to help managers and team leaders prepare their frontline agents to handle irate callers. It’s also...
