Current Issue

Reducing Customer Service Friction

Removing friction from service delivery doesn’t mean making it so that customers never see the human side of your brand.

Strategy Customer Experience Service Delivery

Buyer’s Guide to Contact Center Technology: Scope and Sourcing

Some of the key differences between cloud and premise are blurring as vendors offer (and downright encourage!) purchase models based on subscription pricing.

Technology Unified Communications

Eight “Sizzling” Summer Leadership Tips

Belief and certainty can be so strong they blind us to areas of weakness.

Strategy Planning

I’ve Looked at Clouds from Both Sides Now

The flexibility to pivot and transform work, processes and personnel quickly is accelerated in the cloud.


Contact Center Recruiting: Tap into the Older Workforce

Older agents are more inclined to seek moderate or complex tasks than the youngest agents.

People Hiring

Seven Ideas to Deliver a Great Customer Experience During a Recession

Agents need MORE, not less, training during a recession because there are greater demands on their skills.

Strategy Customer Experience Culture Service Delivery

The New World for Contact Centers May Be Where We Were Already Headed

While we may not want to use the pandemic as our permanent technology adoption playbook, it has certainly allowed us to practice a rapid approach to digital transformation.

Technology Artificial Intelligence

In Unusual Times, Replace the Usual Customer Service Phrases

We must prepare frontline agents to respond with empathy in these situations, however scary or uncertain that may feel.


Don’t Start with Training as the Answer

It’s important to make sure lack of will isn’t masquerading as lack of skill.

People Performance Management

Thinking Differently about Digital in Your Contact Center

Chat, text and social media enable contact centers of all sizes to maintain consistent, exceptional outcomes for customers.


Avoiding Work-at-Home Virtual Shock

Virtual shock can occur even if the employee loved their job in the past or enjoys working from home.


Wall of Fame: Verint

In recognition and appreciation to Verint, our September 2020 Wall of Fame Sponsor.

Technology Wall of Fame

How to Get the Best Headsets for Amazon Connect

The contact center can be a tough environment. Lots of noise, all-day use, agents coming and going, and lots of wear and tear.

Technology White Papers

Rebooting Your Workforce Management Strategy

The world of workforce management is changing more rapidly than at any other time in our history.

Technology White Papers

2Ring Genesys 6
Nice - inContact - Blueprint for Growth