We live in an era where the customer experience (CX) is being fundamentally reshaped by rapid advances in technology. Across industries, companies are investing...

I have always fostered this statement in the headline with my clients. Your staff, if happy and content, will help you reap the benefits...

Today’s economic, political, and social climate can best be described as a full-on storm, what with inflation, costs, unemployment rates and changing labor supply,...

How do you transform satisfied customers into loyal advocates? For businesses aiming to thrive in today’s competitive environment, it’s no longer enough to simply...

Blueprints guide the construction process when building a structure. Building a high-performing customer experience (CX) strategy is no different. The building process starts with...

Running a small or medium-sized business (SMB) comes with no shortage of hurdles, especially when it comes to customer service. Competing with larger companies...

I am proud of our March 2026 issue. I love seeing some of my “old favorite” topics, which I don’t think we will ever...

Brendan kicks off this month's top posts with his interview with Richard Boire of Boire Analytics. Richard shares his insights into how organizations use...

In today’s fast-paced call and contact center environment, information is abundant, but knowledge isn’t always readily available when needed. Every interaction, ticket, and internal conversation...

In today’s fast-paced call and contact center environment, information is abundant, but knowledge isn’t always readily available when needed. Every interaction, ticket, and internal conversation...

Most people don’t trust the companies they buy from. AI seems to be making customers more wary, instead of building better experiences and trust...

In contact centers, metrics have always been the north star. We measure everything: customer satisfaction (CSAT), first contact resolution (FCR), Net Promoter Score (NPS),...

Two decades ago, the “Service Guru,” Tom Peters, did an interview with me entitled, “Push, 1, Push 2, Push 3, Push your customer over...

Contact center leaders are in a tough place. Executives demand faster results, happier customers, and shrinking budgets. It’s a high-stakes juggling act: chasing efficiency without...

In 2023, the Chevrolet of Watsonville, Calif. chatbot offered one lucky customer the deal of a lifetime. The large language model (LLM)-powered negotiator agreed to...

The contact center industry is facing a customer experience (CX) breakdown that can no longer be dismissed. The data tells a clear story: Forrester’s “Global...

Contact centers have long sought to balance providing loyalty-and-revenue-building excellent customer experiences (CXs) with the costs of supplying them, and with this, supplying superb...

Since generative AI (GenAI) made its explosive debut at the end of 2022, every business function has felt pressure to deploy GenAI-powered tools in...

Everything faces an end. And technology is no exception. Indeed, technology systems must be retired when they become outdated, pushed off stage as newer...

Our kids say “Back in My Day” all the time. They then go on to giggle, giggle and come up with a witty recall...

This month, Jim starts off our list with the importance and benefits of implementing unstructured data integration strategies. Ryan then teaches us about a...

Data is the fuel of organizations. It provides the energy to the various engines that create, deliver, service, fix, and sell its products and...

Contact centers have always been obsessive about numbers. Average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and so many more. These...

There is no doubt that the contact center space is going through major disruption: and this isn’t just a matter of modernizing with a...

Yes, there are plenty of practical reasons to outsource your contact center. Cost, coverage, scalability, language support, and speed all make sense on paper....

Ed. Note: Avaya has long been a leading supplier of contact center solutions with a large customer base and a history going back to...

Change is the norm in contact centers. There are the customer issues, and, depending on the center, customer sales opportunities. Rarely is one day...

Unstructured interaction data apparently is now the norm, from what I am gathering from industry sources, of what flows through a contact center. These...