As centers pursue bots, RPA, and a variety of AI-enabled capabilities, it is imperative that we consider the people and process changes that go hand-in-hand with these powerful tools.

We have some noticeable movement this year. It reflects our dynamic industry in what the vendors are offering, how the labor market is changing, and how centers are maturing.

Integrating disparate applications into a coherent contact center technology architecture remains the number one challenge.

Perhaps now we’re moving into an era where the technology can help achieve “genetic engineering” to change some of those fundamental challenges, or provide better ways to tackle them.

It’s time to take these tools, and the related processes and roles, to the next level; the market has us poised to do just that.

Customer-centric leaders know the customer experience brings a brand vision to life. They work hard to unite the organization to a shared vision of the ideal experience. They also ensure everyone...

Highly engaged customers are more likely to exhibit brand-focused behaviors that go beyond business as usual.

Attrition was again the No. 1 challenge. It’s an age-old problem that plays a major role in saturated markets with ample opportunities to go elsewhere, whether for a little pay bump, less...