Service Delivery


Reducing Customer Service Friction

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

Strategy Customer Experience Service Delivery


Seven Ideas to Deliver a Great Customer Experience During a Recession

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

Strategy Customer Experience Culture Service Delivery


Helping Organizations Adapt and Respond to the COVID-19 Pandemic

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

Strategy Customer Experience Service Delivery White Papers


Differentiate Your Brand Through Proactive Customer Service

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

Strategy Service Delivery


Innovation: What’s the Right Amount for your Contact Center?

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

Strategy Culture Service Delivery


How Embracing Digital Customer Service Can Create Brand Advocates

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.

Operations Service Delivery Strategy Customer Experience Service Delivery Technology Omnichannel


QA in an Omnichannel World

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

Strategy Service Delivery


Creating Value Through Expanded Business Solutions

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

Strategy Service Delivery


Are You Protected? Why Every Contact Center Needs Social Engineering Training

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

Strategy Service Delivery


What Would Miss Manners Say?

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

Strategy Service Delivery


Talk Is Cheap… Or Is It?

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.

Strategy Service Delivery Strategic management


IoT Has Arrived, But Has Your Customer Service Offering?

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

Strategy Service Delivery Technology Omnichannel Strategic management


Strategies to Improve Quality of Service

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...

Strategy Service Delivery Strategic management


The African Contact Center Market: Embracing the Cloud of Hope

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.

Strategy Service Delivery Strategic management



2Ring ServiceNow 11
Nice - inContact - Blueprint for Growth
Empirix