Technology

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...

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....

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...

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...

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....

This month, our readers have been interested in insights and recommendations on how best to lead and coach our hybrid teams. They have also...

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...

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...

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...

The “Knowledge Economy” and “Age of Information” dominate all aspects of our society today. Evidence of this is demonstrated through the huge volumes of...

I had a conversation recently with Laura Sikorski, who is an independent consultant and leading contact center industry authority, on the critical topic of...

As an enthusiast of nature and intelligence for the majority of my life, I was fortunate to be introduced to artificial intelligence (AI) when...

Headsets have become the universal symbol for contact centers, and contact center agents, and for good reason. For it is through these essential appliances...

Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a...

For many businesses, the contact center is the primary point for customer interactions, yet COVID-19 has forced these businesses to rethink their sales and...

This month, our top blog posts are all about the people in our industry. Our authors share insights on everything from agent hiring and...

The demand for digital transformation is driving new investments and strategies aimed at modernizing today’s contact center, namely shifting functionalities to the cloud and...

Modern consumers crave immediacy and the global pandemic, and acceleration of technology it delivered, has only enhanced this demand. With technology such as artificial...

What exciting times for our industry. Voice technology has come such a long way and according to my interview with Edward Miller, the Founder...

Text analytics has already expedited delivery of excellent customer service in innovative ways for call centers. But what if you could analyze both sides...