Technology

An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you pair that with mounting support inquiries, it’s clear that many...

If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which Kustomer built their business. Only in business for seven years...

Navigating the legal landscape has always been challenging for employers in the contact center industry, but a wave of new laws affecting hiring and management practices will complicate matters further. Handling these additional requirements...

Throughout October, our readers explored a variety of the most pressing topics facing our centers. Our authors discussed whether our agents should continue to WFH, how to best lead our agents with compassion, and...

Brands have never been more accessible to their customers than they are today. Whether it’s through a voice call, chatbot, or WhatsApp, or via a company’s mobile app, website, or good old-fashioned email – there’s...

On the surface, applying chatbots as virtual assistants for agents and directly for customers, and artificial intelligence (AI) in general, can seem like a daunting and overly complex undertaking. There is serious and creative design,...

Today, brands must differentiate the experience they provide their customers or risk losing them to competitors. One way to achieve this level of differentiation is through digital self-service experiences, which empower customers to get...

Retailers are preparing for peak season by analyzing consumer behavior trends, tuning up their tech, adjusting staffing levels, and shoring up logistics. But it’s also a good time to prepare for the tidal wave...

One of the long-running conversations in the contact center industry has been whether to have staff (agents and supervisors) work-from-home (WFH). Proponents argue that WFH provides contact centers with access to a larger pool...

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting that our top post this month is another annual favorite...

Imagine you open an airline app to search for your flight information and it’s missing your gate location. Or you pull up an online form to apply for a permit with your local government...

Recent research from McKinsey reveals that 71% of consumers expect brands to personalize interactions, and the majority of consumers get frustrated by non-personalized communications. What’s driving this? In short, the shift toward digital channels...

We kick off our top 5 blog posts this month with a top 5 favorite, "20 Empathy Statements to Show Stressed-Out Customers That You Care." Leslie published this article back in 2020, and it...

Hackers are already trying to breach your contact center’s database. One day, they might break in. We offer some common and not-so-common measures to help prevent disruption of your business. Presently, worldwide hackers’ infestations assault...

This past year’s holiday shopping season and ensuing post-holiday calls to customer service were among the most challenging that contact centers have ever endured. A recent Gallup poll showed that 60% of shoppers were...

This month, our readers have been interested in insights and recommendations on how best to lead and coach our hybrid teams. They have also been reading up on strategies to use AI to support...

If there is one thing we’ve learned in the past two years during the COVID-19 pandemic, it is the almost continuous need to rethink and adjust business strategies and tactics in order to adapt...

The COVID-19 pandemic has prompted many enterprises to re-think digital transformation and their approach to customer service. The customer journey shifted abruptly from a combination of in-person and digital to a digital-first (and often digital-only)...

We have all felt the impact of the macro-level market shift towards what has been dubbed the “subscription economy.” As many businesses move towards a recurring revenue model, the priorities have shifted from “initial...

The “Knowledge Economy” and “Age of Information” dominate all aspects of our society today. Evidence of this is demonstrated through the huge volumes of data and which are now easily accessible through big data...