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Are Microskills the Key to Surviving the Bots?

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our...

Contact Center Challenges and Priorities for 2020

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you...
Contact Center Pipeline Magazine, January 2020

Improving the Agent Experience

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders...
Digital Colleagues: Friend or Foe?

Digital Colleagues: Friend or Foe?

It might be time for some of us in the customer service industry to start dusting off our resumes. There’s new, tough competition for...
The Ugly Truth About Customer Service Agent Occupancy in the Call Center

Punctuality Is the Soul of Business

I found this idiom online at The Free Dictionary. The expression was coined by Canadian politician Thomas Chandler Haliburton, and its definition is pretty...