Emotion is ‘a complex reaction pattern, involving experiential, behavioral and physiological elements.’

Change practitioners act as translators between the technical and people sides of a solution, connecting the solution to the day-to-day impact on agents and how they successfully bring that to...

The key to all voice interactions is to reflect positivity and optimism by using words and phrases that build, not break.

The more I researched the Roarin’ Twenties of a century ago, the more I began thinking that we may be on the cusp of a Roarin’ Twenties of our own. This could be a decade that defines the current...

In honor of International Women’s Day, Mike Aoki interviews 5 industry executives who share their early leadership challenges, achievements and advice.

A results-focused CX leader knows the way forward should be mapped out in advance. Goals and roles should be clear. The performance framework should be systematic and measurable.

The current pay structure in many contact centers encourages minimum performance and the accumulation of increased pay through tenure not merit.

Social care has forced companies to learn to take their customers’ perspective as-is, without pushing back.

Utilize always-on technology that lets candidates complete interviews online at their convenience, often at times when recruiters aren’t working.

The study found that the number of channels agents are balancing is the second most common stressor (67%), just behind the amount of paid time off they receive (75%).

There are so many opportunities in these little moments that customers have when they’re calling into a contact center or engaging with a frontline employee to make things better—and that’s what...

Why devote so many resources to delivering a quality service experience only to fumble the final touchpoint?

Sometimes it feels safer to discuss, evaluate and delay rather than decide, act and move forward.

Without a doubt, 2020 will surface more ways, both practical and innovative, to leverage AI and improve both customer and employee experience.

Not everybody is ready to face themselves and to move beyond the things that got them incarcerated in the first place. But many people are, and Televerde gives them that chance.