Video

The COVID-19 pandemic forced centralized contact centers to distribute their operations – that’s the democratic way to say it, anyway. In reality, businesses everywhere scrambled to outfit their employees’ homes with the technology they...

Customer experience (CX) is now a make-or-break proposition for businesses. In fact, 73% of customers point to experience as a primary factor in their purchasing decisions, just behind price and product quality. A positive,...

Video has long had promise in the contact center by providing information-rich and personal face-to-face interactions between individuals. But it took the COVID-19 pandemic to bring video to the fore. As the pandemic hopefully...

It’s 2019: Your customers are going to expect immediate communication and results. At one time, sure, this seemed like a lot to ask for. But when you can order tacos for the entire office...

Chris Shortall is Vice President, Store Communications and Contact Center Operations at Destination XL Group. Chris does a wonderful job of explaining how their contact center supports their mission to provide better merchandise, better...

Jim White is Senior Vice President and Director of Card Services at Santander Bank. Jim talks about the agent skill requirements they have in their financial contact center. Their agents are a source of...

Kathleen Peterson is Chief Vision Officer for PowerHouse Consulting. Kathleen shares her insights on contact center strategies that help promote and elevate our “power” within our organizations. She explains our opportunities, our “currency” we...

Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer service, social business, business process management and people leadership. One...

JoAnn Morency is a founding board member for the NECCF (NorthEast Contact Center Forum), and Senior Vice President and Director of Retail Banking at Commerce Bank. In this Executive Talk session, JoAnn tells me...

In this Executive Talk interview, I had an opportunity to chat with Kristi Holcombe, Director of Workforce Management at Travelers. Kristi has over 20 years’ experience in the contact center industry. She has worked...

In this Executive Talk video, I had an opportunity to talk with Mark Kantor, Lego Operations Support Team Lead. Mark has 20-plus years of contact center experience. He has done everything from frontline agent,...

Unum Contact Center Manager Stacey Swim has 29 years of customer service experience, spanning the Insurance and Financial Services Industries. She has spent most of that time at Unum Insurance in Portland, Maine. Stacey...