Jumping the CX Hurdles
Running a small or medium-sized business (SMB) comes with no shortage of hurdles, especially when it comes to customer service. Competing with larger companies...
Top 5 Posts in February
Brendan kicks off this month's top posts with his interview with Richard Boire of Boire Analytics. Richard shares his insights into how organizations use...
Trust Isn’t Built with Technology Alone…
Most people don’t trust the companies they buy from. AI seems to be making customers more wary, instead of building better experiences and trust...
Are You Listening For The Signals?
In contact centers, metrics have always been the north star. We measure everything: customer satisfaction (CSAT), first contact resolution (FCR), Net Promoter Score (NPS),...
Is AI Falling into the IVR Traps?
Two decades ago, the “Service Guru,” Tom Peters, did an interview with me entitled, “Push, 1, Push 2, Push 3, Push your customer over...
Passing the Test
In 2023, the Chevrolet of Watsonville, Calif. chatbot offered one lucky customer the deal of a lifetime.
The large language model (LLM)-powered negotiator agreed to...
Repairing the CX (and AI) Investments
The contact center industry is facing a customer experience (CX) breakdown that can no longer be dismissed.
The data tells a clear story:
Forrester’s “Global...
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...
Supercharging Data Management
Since generative AI (GenAI) made its explosive debut at the end of 2022, every business function has felt pressure to deploy GenAI-powered tools in...
Planning For the Inevitable
Everything faces an end. And technology is no exception.
Indeed, technology systems must be retired when they become outdated, pushed off stage as newer...
Top 5 Posts in January
This month, Jim starts off our list with the importance and benefits of implementing unstructured data integration strategies. Ryan then teaches us about a...
Managing The Data Fuel
Data is the fuel of organizations. It provides the energy to the various engines that create, deliver, service, fix, and sell its products and...
Why Become AI-, Data-, and Cloud-Centric
There is no doubt that the contact center space is going through major disruption: and this isn’t just a matter of modernizing with a...
Avaya at a Crossroads
Ed. Note: Avaya has long been a leading supplier of contact center solutions with a large customer base and a history going back to...
Moving Forward: What Will 2026 Bring For Contact Centers?
Change is the norm in contact centers. There are the customer issues, and, depending on the center, customer sales opportunities. Rarely is one day...
The Road Ahead for Auto Finance CX
Buying a vehicle is arguably the second most important and largest purchase an individual can make, after buying a home. And, like purchasing a...
Top 5 Posts in December
Dina begins our Top 5 by delving into the benefits of cross-industry benchmarking. She provides insights on how and where to begin, ways benchmarking...
Why Contact Centers Can’t Afford to Wait
The Wall Street Journal recently ran a detailed piece on AI voice agents poised to revolutionize customer service. The article paints a picture of...
Improving Customer Engagement Amid Uncertainty
Despite a rise in consumer spending in April driven by consumers stocking goods ahead of potential price increases due to tariffs, some industry experts...
The New Era of WFM
Welcome to workforce management’s (WFM’s) new era! It’s a tremendous and opportunistic time in which WFM solutions are being used to build employee engagement...
