Current Issue

Contact Center Executive Outlook on 2020 and Beyond

Between disruptive technologies and rising customer expectations, every day is a new horizon

Strategy Customer Experience

Virtual Assistants Can Be Your Agents’ Best Friends

Non-real-time tasks are good “test beds” that advance learning while shielding customers and agents from bumps.

Technology Workforce Optimization

Customer Experience… Mystery, Myth, Mission or Magic?

The fact that the customer experience is difficult to define and explain gives it an unfortunate kind of mystery.

Strategy Customer Experience

Eight Days a Week: The Always-On Contact Center

Sixty percent of consumers globally expect to be able to engage with an organization at any time and on any channel.

People Culture Workplace Environment Technology Software Platforms Artificial Intelligence

Inside View: Costa Del Mar

We execute on what our customers are telling us, not what we think.

People Culture

The Latest Trends in Quality Assurance

QA programs need to live in the gray area, allowing agents to navigate complex issues, make tailored decisions and empower them to make things right.

Operations Service Delivery

KISS Method: “Keep It Simple with Speech”

The fact that you can now buy inexpensive, powerful, yet ‘easier-to-operate’ speech tools with impressive NLP platforms is changing the landscape.

Technology Software Platforms Assisted Service

Who Owns the Customer Experience?

The cross-functional nature of CX means that projects often rely on more than one group or department to be successful.

Strategy Customer Experience

How Embracing Digital Customer Service Can Create Brand Advocates

Digital-first customer service doesn’t mean ‘digital only,’ or that the first channel the customer uses will be the most effective at solving his or her issue.

Operations Service Delivery Strategy Customer Experience Service Delivery Technology Omnichannel

Three Ways to Boost ROI from Tech Investment

Automating a significant portion of basic call center activity creates an opportunity to fundamentally redefine the role of human agents, as well significantly increase the value they deliver to a business.

Technology Vendor - Management Software Platforms

Making Employee Experience a Priority in a Customer-Centric World

Why don’t companies offer the same respect and dedicated effort they apply to resolve their customers’ poor experience to fix their employees’ poor experience?

Technology Software Platforms White Papers

What, Exactly, Makes for Great CX?

A great customer experience results from combining (1) knowledge with (2) time savings in a way that (3) fits the customer’s personality.

Technology Omnichannel White Papers

Executive Interview with Matt McConnell, CEO of Intradiem

Thirty seconds on hold is much different to a customer who is waiting than to an agent who is seeking assistance.

Technology Workforce Optimization White Papers

Q&A with the Customer Service Summit’s Jasmine Kees

We are driving forward a movement to recognize the value that customer service teams bring to a business as more than ‘just a cost-center.

Strategy Customer Experience White Papers

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