Inside The Issue

December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the...

It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to...

It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude. Our gratitude for our families, our...

With Independence Day here in the U.S. just a few days away, it gives me pause to think about where we are as a...

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...

It’s summertime here in Annapolis, Md. It wasn’t that long ago that we talked of vacations, pool time and kids going back to school...

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...

I think Greek philosopher Plato said it correctly: Necessity is the mother of invention. Just a few months ago, many contact centers had not...

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...

On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. There are coaches, trainers, sports...

I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience. Regardless of our...