As customers, we’ve all experienced technologies that aren’t helpful or that create even higher levels of frustration. They offer many options, just none that we...
Read More >>>Category Archives: AI
What’s Happening with Contact Center Workload?
What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted...
Read More >>>4 Essentials for Contact Center Success: The Best Days Are Ahead!
Last winter I reflected on what I learned at ICMI’s Contact Center Expo, and ended...
Read More >>>The Highest Level of Customer Service Leadership
Professor Jim Collins and his team of researchers for the book Good to Great identified what they call Level 5 Leadership. The greatest leaders are...
Read More >>>