Recent research shows that, despite the rise in digital customer service channels and options, 79% of consumers prefer that the human touch remain part...

Ernst & Young’s study, The Digitisation of Everything: How Organisations Must Adapt to Changing Consumer Behaviour, sheds some light on a key challenge that...

Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training, quit during training, or...

In any contact center, an agent’s ability to communicate in an efficient, friendly manner has a considerable impact on the outcome of the call....

There is a reason Software as a Service (SaaS) is one of the fastest growing segments of technology today. With its increased flexibility, ease...

Food for thought … an idea or issue to ponder.” I think we all need some new “food for thought” at this time of...

How can you identify the digital opportunities that exist for your team? Think about how your staff communicates and collaborates (focus on the need,...

Universities, consultants, authors and experts all have a lot to say about employee engagement. The attention paid to this topic is encouraging, as it...

This past January, we reported the results of a survey we conducted to shed light on our expected challenges and priorities for 2016. ...

No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls and email as the...

October is a great time to be in the contact center. The month kicks off with Customer Service Week celebrations and, in some parts...

Every contact center looks for ways to be more effective and efficient in handling customer contacts. Process improvement is a high impact opportunity. Yet...

Chris Shortall is Vice President, Store Communications and Contact Center Operations at Destination XL Group. Chris does a wonderful job of explaining how their...

Engineering new premium audio applications for the future of unified communications. Director of Research and Development Jesper Kock explained how headsets have emerged as a...

The modern call center may be evolving, but the industry is still struggling to overcome a negative reputation. Let’s face it: In many centers,...

Credit union call centers are between a rock and a hard place. They recognize the need to raise their standards of service in response...

I'm a gadget guy. If it beeps, blinks or pretends to make life easier after following the 115-step setup guide, I want it! I...

Jim White is Senior Vice President and Director of Card Services at Santander Bank. Jim talks about the agent skill requirements they have in...

One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical...

Contact centers come in all shapes and sizes. We have different ways to define them—sales vs. service, virtual vs. brick and mortar, small vs....

Here's what you'll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re...

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...

Departmental silos will stop a customer service initiative dead in its tracks. Silos also throw wrenches into daily service delivery goals when the contact...

Kathleen Peterson is Chief Vision Officer for PowerHouse Consulting. Kathleen shares her insights on contact center strategies that help promote and elevate our “power”...

When it happens, you know it. We’re not talking about the garden variety slump, or the occasional, inexplicably poor decision. Even the greatest organizations...

Science is bearing out what we all know to be true from our own experience: Noise levels in the workplace are a notable deterrent...

The cloud is a strong contender for contact center technology today, and the market hype makes it look as simple as buying a mobile...

In today’s highly competitive products and services marketplace, the customer’s experience with your business has never been more important. Knowing a customer’s name and...