Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve observed...
Read More >>>Monthly Archives: July 2019
Does Your Executive Team Understand Staffing Tradeoffs?
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource...
Read More >>>Cutting Costs with Minimum Impact on Customers
The Importance of Humans in an AI World
In May, I was delighted to participate in ICMI’s Contact Center Expo. In one of my talks, I addressed the importance of the human touch...
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