What’s Happening with Contact Center Workload?

What’s Happening with Contact Center Workload?

by | Jul 2, 2024 | AI, Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Multi-channel Support, Organization and Culture, The Edge of Service

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 by digital channels and self-service? These are important questions—the answers will impact your...
What Do Your Customers Want? 10 Expectations to Guide Your Service Strategy

What Do Your Customers Want? 10 Expectations to Guide Your Service Strategy

by | Apr 3, 2024 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Understanding what customers want is essential to building an effective customer service strategy. In turn, effective strategy will help you meet or exceed those expectations. Customer expectations evolve and sometimes that happens very quickly. The experiences that...
Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever

Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever

by | Dec 14, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, The Edge of Service

Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. The website (CR.org) has been called “the...
Better Service at Lower Costs? Yes, It’s Possible

Better Service at Lower Costs? Yes, It’s Possible

by | Nov 9, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer satisfaction lead to increased customer loyalty, better business results and a stronger brand reputation. Consider the old adage about building the...