One of my newest LinkedIn Learning courses, Championing the Customer in Everything You Do, outlines...
Read More >>>Category Archives: Call Center
A New Wave of Work Is Coming to Contact Centers
Epiphanies can come from the most unexpected sources. My wife Kirsten and I recently spent some time in the London area. It was to be...
Read More >>>Thriving in the Midst of Change: A Practical Guide for Contact Center Leaders
What standout cultural trait do you see in the most effective contact centers? It’s a...
Read More >>>The Biden Administration’s “Time is Money” Initiative
Bad customer experiences invite costly regulation. These compliance costs and liability risks are unnecessary burdens...
Read More >>>Empowering Employees as Customer Advocates: Overcoming Barriers
The idea of empowering employees to be customer advocates sounds great to many leaders—in concept....
Read More >>>Using AI in Customer Service: Steps for Seamless Integration
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 >>>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 >>>Embracing Change in Contact Centers: 20 Trends and 3 Recommendations
We are midway into 2024. How’s it going? It has certainly been a year of...
Read More >>>The Future of Contact Centers: 5 Insights
After ICMI’s most recent Contact Center EXPO, I wrote a series of articles with reflections on the future of contact centers. I was recently reminded...
Read More >>>Championing the Customer in Everything You Do
My newest course on LinkedIn Learning is “Championing the Customer in Everything You Do.” It is intended for any role in the organization, at any...
Read More >>>Why Is It Getting Harder to Be a Good Customer Service Leader?
Many customer service leaders today are scratching their heads and wondering why it feels like...
Read More >>>What Do Your Customers Want? 10 Expectations to Guide Your Service Strategy
Understanding what customers want is essential to building an effective customer service strategy. In turn,...
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