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...
The Three Key Customer Service Trends
Contact centers will need more than just the bare minimum or bootstrapped solutions to survive and meet the needs of their customers.
The contact...
Top 5 Posts in July
Jennifer kicks off our Top Five Posts in July by sharing how AI can be used to prevent agent attrition by identifying agent burnout...before...
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...
Why Women Are Better Cold Callers
Cold calling has long been a cornerstone of sales, which, in turn, is the foundation of the customer experience (CX), demanding persistence, adaptability, and...
Speaking The Customers’ Language(s)
To successfully engage with customers - and deliver to them loyalty and delight-and-revenue-driving excellent customer experiences (CXs) – you need to speak their language....
Now Hear This!
“Now Hear This” (NHT) traditionally signals an important announcement that commands attention. This especially relates to the U.S. military where it is a nautical...
When English Is Not Your Customers’ First Language
All our customers deserve our empathy, but the ones who write to us in English when English isn’t their primary language deserve a heaping...
Top 5 Posts in June
This month, Dina kicks off the top 5 by sharing her insights on how benchmarking across industries allows for the discovery of innovative solutions...
Managing Agent Quality Issues
The November 2024 Feature article, “Ensuring Quality in Anxious Times,” focuses on the quality assurance and quality management (QA/QM) challenges facing - but also...
Excellent Wellbeing for Exceptional CX
Contact center representatives shape an organization’s reputation in today’s contemporary business world. They represent the brand through millions of interactions and can influence the...
Over and Out
“Over and out” is a signal in radio communications to indicate the end of a transmission, especially when the speaker is finished and not...
Supercharging Agent Productivity
The role of artificial intelligence (AI) in contact centers is rapidly evolving, transitioning from theoretical concepts to practical applications delivering real business value and...
Which “MetriCX” Matter?
In the contact center, efficiency is everything. Customers are always in need of support, and there’s a constant flow of inquiries to be answered....
The Power of Cross-Industry Benchmarking
Recently I listened to a CEO address the entire company about their firm’s growth emphasizing the transformative power of sharing knowledge.
“Innovation isn’t just...
Top 5 Posts in May
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...
Is CX Improving? Or Declining?
Forrester Research’s most recent annual Customer Experience Index (CX Index™) rankings revealed several disturbing trends about the customer experience (CX).
“US consumer perceptions of...
The Irony of CX … Vision or Hallucination?
Google defines irony as “Whenever a person says or does something that departs from what they (or we) expect.” It is often delivered with...
Top 5 Posts in April
This month, Brendan kicks off the top 5 with leading contact center experts' insights on staffing and retention.
Next, Rick shares his three-part series...
[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 is the...
