Tag: contact center

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs....

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral...

When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a...

When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...

Summer has officially arrived and with it a few hot topics to add to your contact center reading list. Top blog posts in June...

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I...

Enough with the big survey event! If you’re looking to improve employee engagement (and who isn’t, these days?), a simple annual questionnaire doesn’t cut...

This week over 400 attendees made their way to Gillette Stadium, in Foxborough, Massachusetts, home of the National Football League’s New England Patriots, to...

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to...

A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact...

Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five...

Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers...