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The unpredictability of idle time among contact center agents has always posed a challenge for workforce managers and planners. A little downtime between customer calls could be useful if it allowed agents to complete off-call tasks or even just … [Continue reading] about Making the Most of Idle Time
One of AI’s strongest capabilities lies in its ability to identify patterns in large and unstructured datasets. Tasks that are core to the delivery of great customer service, but also tasks that are incredibly difficult for humans. In the context of … [Continue reading] about Using AI to Create Super Agents
In light of the AI Stargate project and it’s $500 billion privately-funded initiative, it is worth reflecting on a recent study that looked at planned AI adoption through workforce engagement management (WEM) applications in the contact center. This … [Continue reading] about AI Is Coming to Your Contact Center
Gamification has been one of the most talked-about trends in the contact center industry over the last decade. At its core, the idea is simple: take elements from playing classic games, like the points, leaderboards, challenges, and rewards, and … [Continue reading] about Gamification or Gimmick?
Understanding and adapting to the cultures of customers is essential to providing excellent customer experiences (CXs) to them. In Part 1 of this article I explained cultural intelligence, also known as cultural quotient (CQ), which is the ability … [Continue reading] about Tapping the Power of Culture – Part 2
Since 2001, I have seen three major economic downturns affect my contact center clients: the tech-sector recession that year, the 2008 financial crisis, and the 2020 COVID-19 recession. Unfortunately, training is often one of the first items cut … [Continue reading] about How to Defend Training in Turbulent Times
In an era where digital convenience is a default expectation, customers engage with brands across more channels than ever. From websites to mobile apps and social media to chatbots, the demand for fast, frictionless service is shaping how contact … [Continue reading] about Meeting Digital-First Customer Expectations
Improving Healthcare Contact Center Outcomes Table of Contents, August 2025 FEATURE ARTICLE Improving Healthcare Contact Center Outcomes By Brendan Read; Q&A with Grant Knaggs How CaduceusHealth balanced costs and … [Continue reading] about Contact Center Pipeline Magazine August 2025
American healthcare organizations, for- and non-profit alike, are engaging in a tricky balancing act between cost management and patient satisfaction. Management must ensure efficient administration and strong revenue streams to finance patient … [Continue reading] about Improving Healthcare Contact Center Outcomes
For CX and contact center leaders looking to turn customer conversations into strategic business advantage, the time to act is now. Despite being rich in data, most contact centers remain poor in actionable insight. While every customer conversation … [Continue reading] about From Hearing to Listening
