Tag: contact center

In honor of women who inspire, influence and serve as role models, I’ve compiled leadership advice from five of the finest contact center leaders...

Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are signing up for a...

According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Often, companies don’t understand...

"What a difference a month makes..." Well, that's what I thought I would be saying this month as we release the May issue. That's...

Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. However, a snap poll...

With most of the United States now a month or longer under stay-at-home directives, readers continue to seek information on managing through the coronavirus...

Servant leadership is the backbone of many leadership development programs today. While the leadership philosophy is too complicated and involved to learn by glancing...

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with...

As the COVID-19 pandemic takes hold, we’re all being impacted in various ways, many of them pretty dramatic. Everyone is feeling more than a...

Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since Charles Darwin first theorized that human facial expressions...

If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household,...

Conventional wisdom accepts that it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention...