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.

Having your scripting online is one of the most important things you can do to ensure the success of your sales or customer service agents.

No one likes to jump through hoops to get the information they’re looking for, so if the identity verification process is rife with unnecessary speed bumps, customer experience is going to...

I’ve been around the telecommunications industry for a very long time, and I’ve seen many successful products and software solutions that were once thought impossible.

This new uber-heterogenous mix of full-time, part-time, contract and virtual agents has made the sheer act of scheduling center resources exponentially more difficult and complex.

With the right knowledge and tools, companies can provide great mentoring for all their CSRs even if large numbers of people need to be mentored simultaneously.

Altruism is the concern for the growth and development of the company without the added agenda of self-interest.

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.