Removing friction from service delivery doesn’t mean making it so that customers never see the human side of your brand.

Agents need MORE, not less, training during a recession because there are greater demands on their skills.

How you respond to your customers in the coming weeks will likely have a tremendous impact on the future of your brand.

While customer service is being transformed by huge advances in technology, the human component will always be just as important.

Culture is important to innovation because it indicates how the organization handles risk, diversity of thought, and the inclusion of new ideas.

Digital-first customer service doesn’t mean ‘digital only,’ or that the first channel the customer uses will be the most effective at solving his or her issue.

Don't be afraid to get rid of channels if they aren't performing and your customers aren't embracing them.

Demonstrate your contact center’s value beyond the traditional scope of customer service and phone calls.

The more companies want to please customers, the more that can be exploited by con artists, hackers and other cybercriminals through social engineering.

Surprisingly, how to address a customer during an interaction is not part of agent training in the majority of contact centers.

Despite the never-ending seduction of new and emerging automation technologies to drive cost savings, customer care professionals must keep in mind the value of human contact.

Connected devices are just that—connected—and the number of linked brands, services and products makes delivering support all the more challenging.

Metrics can be misleading; first-call resolution means different things to different contact centers, and for a consumer, being transferred to a different department hardly feels like an issue has...

One thing we have in Africa now is bandwidth, and lots of it. The cloud will be the enabler of the contact center in Africa.

A simple guide to help get you started.