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Moving Forward: What Will 2021 Bring for Contact Centers?

Welcome, 2021! The new year always brings hope for new beginnings. Although COVID-19 is still the central focus of our everyday lives, the contact...
Leading with Empathy, November 2020 Feature

Leading with Empathy: Demonstrate Understanding, Care and Compassion for Customers and Employees

Everyone could use a little more empathy these days. The desire to feel heard and understood is a basic human need, and one that...
Leading with Empathy, November 2020 Feature

Why Empathy in Leadership Matters

A 2019 study conducted by Businessolver shows that, although 80% of employees believe that organizations need to be more empathetic, only 57% of CEOs...

The Covid-19 Crisis: Do We Put Our Energy into People, Process or Technology?

COVID-19 has impacted everyone’s lives in so many ways. As we all learn to navigate our way through this global crisis, there are increasing...

The Emotion Connection: Tapping into the Science of Human Emotion to Deliver More Valuable...

Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since Charles Darwin first theorized that human facial expressions...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in March

Our most-read blog post in March was Kathleen Peterson’s insightful look back at McKinsey & Company’s decade-old research into the impact of Moments of...
The moment of truth in customer service

Moment of Truth

The origin of the idiom Moment of Truth is a “translation of the Spanish el Momento de la Verdad, signifying the point in a...
Mindful Communication in the Call Center

Let ’Em Have It or Bite Your Tongue

The American Heritage Dictionary of Idioms defines the phrase to “let someone have it” as originating in the mid-1800s and meaning “to give a...
Call Center Agent Appreciation

”My Husband Just Died“: What Will Your Agents Do Next?

While sitting on the panel during a town hall meeting of contact center leaders, I was asked by Mary, one of the attendees, “I...
Contact Center Pipeline Blog