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Everyone, it appears, is anxious, worried, and fearful. While the economy and employment has picked up, inflation has persisted, leading to feelings of uncertainty. And the superheated political rhetoric in the U.S. elections (and leading up to next … [Continue reading] about Connecting With Anxious Customers
The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI) in 1985. Gordon authored the Essentials Skills and Knowledge course, which began with this … [Continue reading] about The Fine Art of Contact Center Management – Part 1
When we think about paper, we often overlook one of its most remarkable qualities: its thinness. Whether you're holding a sheet of standard office paper or a delicate piece of fine stationery, the question arises: How thin is a piece of paper? This … [Continue reading] about How Thin is a Piece of Paper? Understanding the Fascinating World of Paper Thickness
Verint TimeFlex provides an unprecedented amount of flexibility to contact center employees, empowering them to make changes to their schedule when life happens.With the Verint TimeFlex Bot, agents can earn and spend ‘FlexCoins’ to create schedule … [Continue reading] about Verint TimeFlex Demo | Verint
Running a contact center can be quite a challenge, right? There are so many things to consider and manage, and it is easy for things to get complicated. Plus, when operational processes become inefficient, it can impact customer satisfaction. It is a … [Continue reading] about Assessing the Potential of Fractional Consulting
Have you ever rung a business to enquire about an order, and after pressing several buttons to speak to the right person, you then get put on hold while the customer service person logs in to a different system to find your information? Or perhaps … [Continue reading] about Please Don’t Put Me On Hold
Delivering a top-notch customer experience (CX) has long been the key differentiator for businesses that want to retain their customer base and drive profitable growth. However, delivering exceptional CX at the business-to-business (B2B) level is … [Continue reading] about Why Software QA is Good for Business (to Business)
The current landscape of AI (artificial intelligence) in customer experience (CX) includes a wide array of applications, rapidly emerging trends, and a significant uptick in industry adoption. And with good reason: many customers are ready to jump … [Continue reading] about No Turning Back on AI
As industries evolve, so do customer expectations. Customer service is more critical than ever for maintaining customer loyalty and business success. Enter Generative AI: a groundbreaking technology that promises to revolutionize the contact center … [Continue reading] about Tailoring Generative AI for the Contact Center
There are many elements to building strong customer relationships and maximizing your interactions with them. One integral skill needed for this is the ability to ask the right questions at the right times with the right tones. When you can do this, … [Continue reading] about Asking the Right Questions
