Top 5 Posts in November
Throughout the month of November, our readers have been most interested in finding new ways to bolster their CXes and increase loyalty among customers, while learning how best to utilize AI to accomplish these...
Gardening the CX
When you step outside your house and hear the sounds of power mowers, tractors, tillers, and other gardening and cultivating tools chances are quite good that the equipment has been built by Stanley Black...
Top 5 Posts in October
Our top 5 blog posts in October are comprised of a very diverse set of topics. This month, we cover everything from our personality traits to our chatbots.
First, Afshan and Mike share some...
Top 5 Posts in September
This month, our readers have strongly focused on moving forward in our new hybrid/remote work environments. Rama enlightens us on how video technologies can improve both the employee's remote work experience and the customer's...
Understanding GigCX
There have been considerable conversations about the Gig Economy and gig working i.e., freelance, on-demand, over the past few years.
But what is gig about for contact centers? And what is its benefits and...
Delivering Awesome Customer Experiences–Even From Home
The past few years have been turbulent for the customer experience (CX) industry. It all started with the COVID-19 pandemic, which forced three million U.S. contact center employees to work from home in a...
Exploring the Future of Work
The day arrived. I crossed the stage and received my high school diploma. I was top of my class, I had some scholarships, and was ready to set out into the intrepid world to...
Is Work From Home the New Normal?
When the COVID-19 pandemic struck, employers scrambled to equip their employees with protective gear, install barriers, and require staff, visitors, and customers to mask up and sanitize for essential in-person tasks and interactions.
Alternatively, employers...
12 Tips to WFH Success
Working from home (WFH) isn’t for everyone. It’s hard for me to say that because I’ve loved working this way and have been a champion of it for a decade now.
But I realize...
Top 5 Posts in August
Jacobi heads up August's Top 5 Blog Posts with a plan for how to combat the contact center concentration crisis caused by excessive background noise. Next up, Rebecca explains how AI can aid our...
Going Home for Talent
In 2020, the sudden shift to work-from-home (WFH) status for contact center employees felt chaotic and temporary.
In 2021 it became a necessary, but less than optimal, way to keep businesses moving forward.
But...
Looking Beyond the Wrinkles
Ageism is arguably the oldest (in more ways than one), most pervasive, and cruelest form of stereotyping, prejudice, and discrimination. It signifies that the individual in question is no longer a contributing, hence valuable...
How to Create a Lasting Human Experience
The modern contact center is a comprehensive customer experience (CX) hub, built to ensure customer satisfaction and help businesses thrive in a digital age.
It is an omnichannel environment designed to align conversations across...
Hearing the Need for Audio Quality
The call center industry is facing a concentration crisis, with background noise levels exacerbating stress and limiting productivity in the workplace.
When IRIS Audio Technologies surveyed 500 contact center agents in the U.K. and...
Top 5 Posts in July
This month, the top question on our readers' minds is this: Will Chatbots Replace the Need for Contact Centers? Jump into our top article and let us know your thoughts in our one-question survey!...
Key Trends in Agent Productivity
Agent productivity is always top of mind for contact center leaders. But particularly so when their organizations are facing economic and business challenges like inflation, demand and cost changes, and impatient high-growth-expecting investors.
On...
Denver, CO Work From Home/Hybrid Conference August 16-17
Michele Rowan, President of Work From Home Alliance, just released her Q2 Survey on what others are doing regarding their office work locations.
Learn more at Michele’s upcoming Work From Home/Hybrid conference scheduled...
Top 5 Posts in June
AI has been front and center in our readers' minds this month. For the second month in a row, "The AI Duo Contact Centers Need" has hit our Top 5. In his article, Hardy...
How WebRTC Addresses Real World Challenges
Whether it’s polyester leisure suits or rotary phones, times change and preferences evolve. But one thing remains the same: contact center challenges.
Modern times mean modern issues. The year 2020 saw the advent of...
Top 5 Posts in May
Throughout the month of May, our readers have been heavily focused on the role technology plays in improving our contact centers, as well as how best to find and retain top agents. Chris discusses...