As with the customer experience, EX isn’t something that just happens; it must be intentionally designed.

As centers tackle their challenges and pursue their priorities, I believe we will see a strong focus on the agent experience, and the result should be better customer experience, as well.

Social media critics are not going away… ever! Organizations must determine the best way to operationalize and integrate this reality into day-to-day activity.

There are some interesting parallels in the contact center in terms of how technologies can transition while still relying on the tenets that made them important in the first place.

Service is what happens when the experience breaks down.

A human can acquire a small skill much faster than a bot can. Humans are more adaptable and can infer better, and this is the key.

The future of the contact center is both humans and bots working in harmony to deliver efficient service—all in the name of happier customers.

It’s the leader’s job to model a love of learning for everyone in the organization—and humility is at the heart of that.

The additional volume that comes as a result of a wildly successful holiday season can easily overwhelm a company that isn’t prepared, swamping customer service and negatively impacting customer...

Given that a contact center is often the first touchpoint for many customers, it’s crucial that any new technology runs smoothly in a test environment before being deployed for customers in public...

Redefining how the leadership team’s performance is evaluated is a critical first step in an organization’s efforts to walk the talk.

Sample questions on employee engagement surveys consistently fail to mention technology.

The more complex your organization, the more likely you are to experience the project pause button during major initiatives where significant change is a factor.

Despite all the talk about the value of analytics, most companies still struggle to understand the practical ways they can benefit from it and how to implement it.

To make our customers happy, our agents have to be happy in their jobs. They need to know that they are valued and that their views matter.