One of the greatest opportunities for agent engagement — and yet from my observations, the least implemented — is the consistent involvement of top leadership […]
In the past 40 years of working with contact centers, I’ve seen a lot of change. The technology in today’s […]
The holiday shopping season has peaked and now the “return season” is in full swing, and that means it’s anything but […]
In today’s crowded telecom market, customers have plenty of choices. As service and technology offerings have become virtually indistinguishable, the customer […]
Companies typically outsource their contact center operations for two main reasons: to improve service levels or to decrease their costs. […]
Customer effort is (or should be) a huge area of concern for customer experience professionals; it’s major point of contention […]