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Get Your Contact Center Privacy Right: GDPR, CCPA and You
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Back to the Future: How to Align New Technology with Business Needs
The contact center industry is saturated with new technology companies that promise to be the next big thing. Yes, I'm a huge fan of technology, but technological adoption for the sake of... Read More

Considering New Contact Center Technology? Read This First!
At a recent conference, I spoke with many vendors who claim their technology will solve all my problems and brew my morning coffee. Ok, so none of the technology would brew coffee,... Read More

Going Beyond Efficiency to Customer Experience in Your Next Technology Upgrade
The big payoff for the company is leveraging tech for more problem prevention, proactivity and empowerment, not service efficiency. I was recently asked to review a forecast of technology trends and innovations... Read More

Prioritize Your Customer by Prioritizing Your Service Channels
More than any other consumer touchpoint, great customer service has the power to delight. According to a recent global survey, 80% of customers say customer service is as important as a company’s... Read More

The Road to Agent Experience Maturity: A Self-Assessment

My Very Own Crystal Ball: The Four Must-Have Writing Skills for Customer Service Agents of the Future
The future is unknowable and people who gaze at crystal balls to predict it are probably crooks, not clairvoyants. In spite of that, I’m going to have a go at predicting a... Read More

Leadership – and Thinking Differently – in the Contact Center Industry
What qualities do you find valuable in leadership? Humility, influence, and integrity. When people lead with humility, they acknowledge they don’t have all the answers. They take time to listen to the people... Read More

Three Ways to Optimize Technology in Your Contact Center
Developing and operating a profitable contact center is not an easy task. On one hand, managers need to consider the business side of the company by monitoring and evaluating agent performance, tracking... Read More

Last Chance! Be a Featured Contributor in 2020 is the definitive source of information for contact center and customer experience professionals. More than 50,000 pros visit us online each month for best practices, insightful analysis, and valuable resources.... Read More

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