Current Issue

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.


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 satisfaction.

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 use.

Technology Vendor - Management Software Platforms Data Security

Executive Interview with Bob Wienholt, CEO of CallShaper

Speed to market is very important to our clients. That is why we have set up CallShaper to be so easy to use. You can get a new campaign started in hours instead of days or weeks.

White Papers

CX Transformation Nice inContact