December 2016


On the Road to Customer-Centricity

By Susan Hash

More organizations are making the move from talk to action. Where do most lie on the customer experience maturity curve? A look at the road behind, the journey ahead and actionable insights.

Agility Factor

Regifting for 2017

By Jay Minnucci

The end-of-year tradition for clearing out useless processes and practices continues.

Customer Analytics

The Key to Understanding the Customer Journey

By Arnab Mishra

To drive strategic change, leaders must focus on the higher level customer journey, which is the sum total of your relationship with the customer. A look at the different levels of data that paint the full picture of the customer experience.

Execs in the Know

Artificial Intelligence: Friend or Foe?

By Alyssa Pitura

How AI is altering the customer experience as we know it.

Inside View

Nicole Berry, Sedgwick Claims Management Services

By Susan Hash

Interview with an award-winning supervisor whose leadership approach is built upon daily communication, honesty and humility.

Leading Thoughts

IoT Has Arrived, But Has Your Customer Service Offering?

By Michael Ringman

The Internet of Things (IoT) has begun to permeate our daily lives. But what happens when IoT products and services don’t live up to expectations?

Management ROI

Elevate Customer Satisfaction Through Improved FCR

By Chris Bauserman

One of the biggest indicators of a struggling contact center is repeat callers. 6 practical steps to improve first-call resolution.

Tech Line

Moving Beyond Phone Calls: WFM in an Omnichannel World

By Lori Bocklund and Brian Hinton

The state of the omnichannel center: An expert panel offers insights on the prevailing technology and its usage.

The View from the Saddle

Rocket Man

By Paul Stockford

Calabrio’s Tom Goodmanson is focused on the right course and in control of his ship.