Current Issue

Embracing Agility in the Contact Center

Embracing Agility in the Contact Center

Too often we are focused on following the roadmap to call center self-improvement, when letting everyone (leaders and CSRs) challenge conventional wisdom brings change much faster.

People Culture COVID-19

This Little Light of Mine… Keep It Shining!

This Little Light of Mine… Keep It Shining!

Engagement is a key ingredient in feeling valued; it is also a prerequisite for an optimistic culture.

People Culture Workplace Environment

The Times They Are a-Changin’

The Times They Are a-Changin’

The contact center is finally a place for investment rather than budget cuts.

Operations Workforce Management COVID-19 Remote Work

Why Customer Service Is Not an “Entry-Level” Position

Why Customer Service Is Not an “Entry-Level” Position

AI is taking on transactions formerly done by tier 1 agents, and agents are now moving up to tier 2 customer interactions.

People Development

Closing the Engagement Capacity Gap

Closing the Engagement Capacity Gap

Companies aren’t able to close the Engagement Capacity Gap by simply hiring more people because hiring more people isn’t scalable.

Technology Artificial Intelligence

Three Ways to Future-Proof Your CX

Three Ways to Future-Proof Your CX

Not many could have imagined where we find ourselves, yet here we are. If nothing else, we must be prepared for the unknowable, and that has to start now.

Strategy

Customer Experience & Fraud Prevention: Dueling Priorities for Today’s Contact Centers

Customer Experience & Fraud Prevention: Dueling Priorities for Today’s Contact Centers

The desire to offer a low-effort, simple experience while also deterring fraud has made identity verification the number one challenge businesses face.

Technology Data Security

Quality Monitoring is Suffocating: How to Breathe New Life into Your Program

Quality Monitoring is Suffocating: How to Breathe New Life into Your Program

We hire amazing people and then stop them from using the strengths we so value. The outcome is a demotivated employee who either leaves for a better role, or worse, stays but disengages.

People Performance Management

How to Make Tech Support Faster and Easier—for Both Customers and Agents

How to Make Tech Support Faster and Easier—for Both Customers and Agents

When live-agent capabilities are combined with smart technologies, customers get faster service and first-call resolution rates increase.

Technology Assisted Service Artificial Intelligence

Refine Your Coaching Technique with Listening and Observation

Refine Your Coaching Technique with Listening and Observation

The conversation running in my head kept me from listening to what the agent said.

People Development

Biometrics Can Do More Than Fight Fraud

Biometrics Can Do More Than Fight Fraud

The human voice is one of the safest ways to verify a
customer’s identity.

Technology

The Whole World Is Going Digital. So Why Is your Buying Process Still Analog?

The Whole World Is Going Digital. So Why Is your Buying Process Still Analog?

A true CXSP partners with all of the top CCaaS vendors—not just one or two, as in the past—creating a truly unbiased approach.

Technology White Papers

2Ring
Nice InContact
Pindrop
Calabrio
Nice InContact