The French writer and editor, Jean-Baptiste Alphonse Karr, created this wonderful phrase “plus ça change, plus c’est la même chose,” which roughly translates to...

An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you...

One of the key missions of banks is to help their customers understand their finances, and the choices and the products and services available,...

If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which...

Time flies! Here we are at Back to School time … prepping back packs, planning schedules, assigning duties, and gathering tools needed for...

Navigating the legal landscape has always been challenging for employers in the contact center industry, but a wave of new laws affecting hiring and...

I don’t think there is any coincidence that both Veteran’s Day and Thanksgiving fall in the same month, well at least in the U.S....

There has always been, and will continue to be, a blend of predictability and unpredictability when managing inbound customer contacts. When there is a...

Throughout October, our readers explored a variety of the most pressing topics facing our centers. Our authors discussed whether our agents should continue to...

The word “load” appears in many familiar idioms and phrases. We might “carbo load” before a race or “get loaded” over the weekend. As...

Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most...

Brands have never been more accessible to their customers than they are today. Whether it’s through a voice call, chatbot, or WhatsApp, or via a...

On the surface, applying chatbots as virtual assistants for agents and directly for customers, and artificial intelligence (AI) in general, can seem like a...

Today, brands must differentiate the experience they provide their customers or risk losing them to competitors. One way to achieve this level of differentiation...

A little while ago I recalled a former agent telling me how excited she was about her new role as a chat agent. She...

Customers want to be contacted, but how that is done will shape their impressions of organizations and ultimately their loyalty. Being alerted to a new...

In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites...

It’s time to staff up for the holidays! Yes, it’s hot out there. But contact center managers know that winter is around the corner...