In my last article I discussed how to keep things simple in contact center operations and introduced the importance of incorporating a human-centered approach to operational thinking, processes and technology. Now it’s time to take a look at how to translate theory into practical steps for success. Read on to explore some helpful tips to [...]

Many believe modern contact centers have become far too complex. Call center leaders need to balance scheduling, forecasting, keeping the team engaged, and meeting service levels. In a world where ‘work from anywhere’ has become the norm, how do organizations manage a remote workforce with contact center operations? The growth of digital platforms has merely [...]

Contact centers have been investing in sophisticated, omnichannel technologies for well over a decade. The shift to the cloud has also been happening over time and accelerated significantly in early 2020. As this significant shift continues to occur, there needs to be a push to also resolve complexity in contact centers. The power of cloud [...]

In our last blog, we revealed how customers crave speed, convenience, and emotional empathy when interacting with their favorite brands. This is a paradox that threatens the status quo of today’s contact center. These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX. The time is now to win the [...]

For brands and businesses seeking to navigate rising customer expectations over the past year, an interesting paradox has emerged. Today’s consumers now seek the gold-plated speed and convenience of the e-commerce world without sacrificing the human touch. This reflects the findings of a PricewaterhouseCoopers consumer survey. This survey revealed the four most important factors in [...]

Every generation brings to the workplace a set of characteristics that are shaped by the events and cultural norms of the day. Take Generation Z, Gen Z, or Zoomers as they are fondly called. Born between 1997 and 2015, Generation Z employees account for nearly 25% of today’s workforce. While it shares the advantages of [...]

The hardest part of any contact-center business is balancing what employees need against what it takes to keep customers satisfied. Contact center leaders run into this same dilemma time and again. How can they balance a business model that demands 24/7 customer service while honoring the work-life commitments made to agents? This constant push/pull scenario [...]

There have been many changes of the last couple of years in the contact center industry. Let's take a look at lessons learned in order to plan for the future of the call center in 2022. Hybrid working, The Great Resignation, and digital transformation are buzz terms that swarmed the contact center industry in 2021. [...]