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Technology is evolving at an increasing rate. In the battle for best-in-class customer experience (CX), keeping up with the latest innovations is key to staying ahead of the competition. The ability to adapt to and benefit from emerging trends is … [Continue reading] about The Four Pillars of CX
This story, about technology with unlimited possibilities and the capacity to generate massive change, is still in its early chapters. Artificial intelligence (AI) has the potential to do a tremendous amount of good and is one of the biggest and … [Continue reading] about AI: What’s Possible and Practical?
Today, many organizations are rushing to implement AI, chatbots, and other self-service technologies to offload the customer experience to lower-cost options. However, implementing self-service technologies without customer choice or regard for human … [Continue reading] about Distinctive Service Through Customer Choice and Human Connection
Connecting With Anxious Customers Table of Contents, July 2024FEATURE ARTICLEConnecting With Anxious CustomersBy Brendan Read; Q&A with Expert PanelThe cases for careful deflection, supporting preferred channels, and proactive outreach.IDIOM … [Continue reading] about Contact Center Pipeline Magazine July 2024
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
