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We now live in “The Age of Angst”: of fear and insecurity, facing a bleak future with social upheavals, pandemics, natural- and human-caused or worsened disasters, and political chaos. All taking place in an uncertain economy amidst rapid [and … [Continue reading] about Staffing in the Age of Angst
The idiom “on the same wavelength” conveys the idea of mutual understanding from a shared perspective and highlights the significance of harmony in viewpoints. Within the context of Contact Center leadership, achieving this unity of perspective can … [Continue reading] about Staying on the Same Wavelength
Learning from the Customers Table of Contents, November 2023FEATURE ARTICLELearning from the CustomersBy Brendan Read; Q&A with Laura SikorskiCompanies should focus on the total experience.IDIOM INSIGHTSThe Intangible Value of Healthcare Access … [Continue reading] about Contact Center Pipeline Magazine November 2023
Having the right numbers of skilled quality agents to provide an excellent business-building-and-supporting high quality customer experience (CX) when they are needed has always been the fundamental challenge facing contact centers. But every … [Continue reading] about How Contact Centers Can Have Available Quality Agents
Heeding the guideposts to customer success. … [Continue reading] about Taking the VoC Road
Hint: it takes prioritizing the employee experience. … [Continue reading] about How to Win Agents’ Minds and Hearts
With continued market uncertainty, lingering inflation, and heightened customer expectations, business leaders are laser-focused on improving or, more accurately, energizing the overall customer experience (CX), as well as enhancing the customer … [Continue reading] about Energizing the CX
We all understand that quality assurance (QA) is vital in maintaining and enhancing performance within contact centers. Traditionally, human QA analysts have been responsible for assessing agent interactions to identify areas of improvement. However, … [Continue reading] about The Future of QA in Contact Centers
If you’ve ever called customer service to dispute a bill, cancel a service, or return an item, there’s a chance the conversation could end in frustration. If it did, your first instinct might have been to blame the agent, but it may not have been the … [Continue reading] about Better Automation Makes Better Agents
Brands rely on data to understand the customer journey, resolve friction points, and surface opportunities to shape and improve their product or service. Data helps identify what customers need or want from your brand and their customer experience … [Continue reading] about Raise Your Voice!
