Call Center and Contact Center Resources

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By: Bob Azman | Published: March 16, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these... Read More

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Survey Results Should Not be an Agent Incentive

By: Rob Dwyer | Published: March 08, 2023

Late last month, my wife had a business event in Las Vegas, so I tagged along for a few days. Our stay was at a well-known hotel brand that focuses on business... Read More

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Use Customers' Questions to Build Better Knowledge Base Articles

By: Leslie O'Flahavan | Published: February 23, 2023

To write great knowledge base articles, you should think like a tailor. To make a bespoke suit jacket, a tailor takes many measurements, everything from the width of the shoulders to the... Read More

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Give Frontline Agents the Info They Need for Good CX

By: Craig Idlebrook | Published: January 31, 2023

At the start of the new year, I was given an unwelcome surprise at the pharmacy. Instead of being given the usual medication at the counter, I was given a generic version... Read More

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CX Change Begins With Culture Change

By: Nate Brown | Published: January 30, 2023

“CX change is culture change.” I first heard Annette Franz say this several years ago. It stuck with me then, but I didn’t fully understand it. The longer I do this work,... Read More

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So You Want to be More Customer-Centric? Here’s How.

By: Bill Price | Published: January 28, 2023

Almost every company these days says that they are customer-centric, that “Our customers are our most important asset”, and that they intend to improve customer experience. However, few companies know how to... Read More

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Help Customers Understand Policies Before They Complain to the Contact Center

By: Leslie O'Flahavan | Published: January 25, 2023

If you were building a playground for your local elementary school, you’d never install swings with chains that pinch little fingers or a teeter-totter that catapults kindergarteners into the air. A dangerous... Read More

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Successful Customer Service is Personal

By: Bob Azman | Published: January 19, 2023

Before the end of the year, I was looking through my library of past business books and came across an oldie but goodie, The One to One Future: Building Relationships One Customer... Read More

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How Contact Center Customer Service Differs in Five Countries

By: Sharon Melamed | Published: January 06, 2023

I’ve been lucky enough to have spent most of my career in the contact center industry, and equally as lucky to have lived and worked in five countries – all with very... Read More

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Applying Automation to Improve Customer Experience

By: Robin Gareiss | Published: November 28, 2022

This article originally appeared in NoJitter, a partner publication. As we advise enterprise customer experience (CX) leaders, one fairly consistent area of deficiency is using automation to improve agent performance and/or customer... Read More

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