Automate Those Manual Processes
Way too many centers have way too many manual process steps, negatively impacting the customer experience and the cost of doing business. Long handle...
Protecting Customer Data, Part 2: Top Internal Security Risk—Human Error
Data protection systems and tools that are currently on the market offer robust protection against external cyber threats. For most businesses, though, the most...
A 3-Step Guide for Integrating Coaching into the Call Center
There is no question that managers wield a powerful sword. In fact, 75% of voluntary turnover is attributed to poor employee-manager relationships. (You read...
Voice of the Customer Survey: We Need Your Insights
We need your help to better understand existing processes for gathering, processing and analyzing information about the customer experience. Give us your thoughts in...
How to Make Your Contact Center Digital Transformation a Success
I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation....
It’s Time to Rethink Your Approach to Supporting Customer Service Agents
Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work,...
Protecting Customer Data, Part 1: Balancing Customer Friction & Fraud Prevention
Businesses are facing ever-increasing risks of fraud and cybercrime. Every day brings more reports of security breaches and compromised customer data. Cybercriminals are clever...
Future of Contact Centers Survey: Tell Us What You Think
Consumer expectations are higher than ever. To build a customer experience that will meet those expectations, organizations need to “know them better,” “help them...
Beware Healthcare… Your Access Center May Be at Risk!
Contact centers are among the fastest-growing segment in the healthcare industry. Since the 1990s, hospitals have been consolidating and forming “systems.” These systems have...
How AI is Reducing Handle Time and Improving the Customer Experience in 2019
It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped...
Pizza Party Contest: We Have a Winner!
Thanks to all of you for participating in our 10th Anniversary Pizza Party Contest. We were blown away with the number of responses received!...
3 Trends and Challenges for the CX Industry in 2019
In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention...
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