White Papers

Suppliers share their story, in their own words, about how their products and services can help you accomplish your objectives.

Improving the Agent Experience

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

Strategy Culture


Contact Center Challenges & Priorities for 2020: The Year of the Agent

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.

Strategy Industry Research Research


Operation Social Media… 2020

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.

Strategy Visibility


Contact Center 2020: Yesterday and Today

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.

Technology


Inside View: Annette Franz, CCXP

Service is what happens when the experience breaks down.

Strategy Customer Experience


Are Microskills the Key to Surviving the Bots?

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.

People Development


The Contact Center Trends to Watch Out for in 2020

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.

Technology Assisted Service Artificial Intelligence


How to Quiet the Ego and Lead with Humility

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.

Strategy Vision - Mission - Values


Surviving Post-Holiday Returns

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...

Operations Service Delivery


A Checklist for Migrating Your Contact Center to the Cloud

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...

Technology Vendor - Management Software Platforms Data Security


Leading a Service Culture

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

Strategy Culture


Want to Improve Employee Engagement? Technology Can Help!

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

Technology


Pushing the Project Pause Button

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.

Strategy Planning


Analytics Coming of Age

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.

Software Platforms


Debbie Nagy, Dow Jones & Co.

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.

People


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