Inside The Issue

All the surveys tell us how important quality service is across contact channels. I haven’t seen a survey yet where customers say that service...

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey...

As I write this month’s message, I’m looking out the window at a beautiful, sunny day in Annapolis, MD. The Weather Channel is predicting...

As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and a very...

November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends...

February holds a special holiday… Valentine’s Day. I hope it’s a wonderful day of celebration giving you the chance to share your gratitude and...

This month, we feature an article on key performance indicators. It is one of my favorite topics! We have the opportunity to measure so...

Welcome to the January issue! I wish you the very best of health and contentment in 2018! May you and your loved ones be...

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time...

Best wishes to you and your loved ones for the happiest of holidays! It’s an exciting time of year—and an exciting time to be a...

This all started 8 years ago… in March 2008. It was a 24-page issue. We had 3 sponsors… and not many more subscribers than...

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m...