Customer expectations are outpacing the reality of what retailers can deliver in today’s experience economy. Consumers are looking for fast, first-contact resolution during service...

In today’s rapidly evolving digital landscape, payment trends and challenges have become critical focal points for contact centers worldwide. As the primary touchpoint for customer...

Businesses have turned to hosted communication solutions as they offer a convenient means to work flexibly from any location and at any time. Critically,...

Did you know that last year alone, around 800,000 cyberattacks were reported, with sneaky culprits exploiting things like WordPress plugins and aiming at businesses’...

Credit union contact center teams have been feeling the squeeze for several years. Even with branches now reopened, credit unions are reporting that members...

Boeing CEO David Calhoun made a statement recently about Boeing’s safety issues. He spoke of an “overexercised” supply chain and factory and this has...

Knowledge management (KM), as we’ve known it, is swiftly becoming outdated. While its name suggests a cohesive solution, it actually encompasses two distinct functions:...

In today’s digital era, we are heavily reliant on texts and emails for communication. However, there are instances when we resort to phone calls...

Fraud, unfortunately, has become pervasive in customer interactions, whether these take place in person, online, or yes, through the contact center. The challenges become...

There is nothing particularly new nor surprising about fraud attempts leveled against contact centers. After all, these customer-focused operations are also direct gateways into...

2023 was the year of Generative AI (Gen AI). There were significant levels of investment in advancing machine learning and deep learning technologies resulting...

In today’s workforce, as remote work becomes increasingly common in contact centers, we are confronted with the absence of once-familiar workplace relationships and the...

I love November. It holds a holiday favorite in the U.S. and that is Thanksgiving. Such a marvelous time to practice our gratitude for...

To kick us off this month, Barry details how AI can help organizations manage and navigate the complexities of today's customer interactions. Next, John updates...

Contact centers have long faced challenges in attracting and retaining staff to ensure quality (and productive) customer service. But these were made much more...

Four years ago, the COVID-19 pandemic struck with a deadly ferocity and impact that had not been experienced since the 1918 influenza outbreak at...

Changes in the labor force will impact the customer experience (CX) as much, if not more, than emerging technologies over the next decade. While...

Changes in the labor force will impact the customer experience (CX) as much, if not more, than emerging technologies over the next decade. While...

Financial institutions are in the midst of a significant digital transformation, moving to provide a seamless, omnichannel customer experience (CX), enabled by solutions that...

Businesses with contact center operations are facing a core challenge. Namely customers’ service expectations keep rising, but the agents whose job it is to...

The 2023 CCMC National Rage Study had three findings that should give every service director concern. The study, which made the CBS Evening News,...

Are you ready to face challenges head-on? The idiom “rise to the challenge” is defined by Merriam/Webster as “to perform so as to succeed.”...

In an industry that relies on improving both resource efficiency and customer experience, AI has the potential to make clear, tangible impacts on many...

When contact centers seek to source their employees, once they have decided which, if any, of their agents will be outsourced, the choices have...

As the world has shed its embrace from the global COVID-19 pandemic, call and contact center leaders find themselves in a classroom of adaptability....

As the world has shed its embrace from the global COVID-19 pandemic, call and contact center leaders find themselves in a classroom of adaptability....

In partnering with business process outsourcing (BPO) companies, it helps – and pays – to know what is happening in the BPO market before...

What an exciting month. It’s Customer Service Week, October 7-11. I know we should all be celebrating our agents all year long, but what a...