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...
Blueprint for a Contact Center Annual Report
You may consider this a novel idea ... but it is time for Contact Center leaders to take a stand and behave as if...
Ensuring Quality in Anxious Times
These are anxious times. Both from consumer customers concerned about rising costs and ensuring value-for-money and from businesses seeking to profitably meet their needs....
How to Transcend Customer Expectations
One of the most fundamental principles of doing business is having a set of brand values that define the company and resonate with the...
How to Clearly Hear Your Customers and Agents
Almost every company my firm does business with offers a post-interaction survey, especially if they have a contact center. I will almost always respond...
Using Decision Intelligence to Make Better, More Informed Decisions
It’s fascinating to learn just how long it takes for technology to approach the mainstream. Take artificial intelligence (AI), for example. Just this year...
Top 5 Posts in March
Topping off our 5 most read blog posts this month, Dan details the keys to being a successful WFM leader: Curiosity, Kindness, Collaboration, and...
Solving the CX Calculation Discrepancy – Part 3
Contact centers too often face what I have termed as the “CX (customer experience) Calculation Discrepancy” that exists between some contact center platforms. And...
Solving the CX Calculation Discrepancy – Part 2
Contact centers too often face what I have termed as the “CX (customer experience) Calculation Discrepancy” that exists between some contact center platforms. And...
Solving the CX Calculation Discrepancy – Part 1
“Our abandons have shot up!” declared a supervisor. “The new system must be dropping calls!”
It was a Monday morning during the summer of 1997...
From Efficiency To CX
Overhead projectors. Pagers. One-line red LED tickers.
These were the early ways we shared our call center statistics.
It is incredible how much the contact center...
Elevate Your Contact Center to an Operational Powerhouse…
The term “powerhouse” can mean a person, team, or organization that has a lot of energy, strength, or skill. In the world of business,...
