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 by digital channels and self-service? These are important questions—the answers will impact your...
What Is Customer Experience? A Guiding Definition
The first step in leading customer experience is to understand what customer experience really is…and to ensure your team understands it in the same way. Most customer experience definitions refer to “touchpoints”—customer experience is the sum of all of the...
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 with a bold prediction: for contact centers and for those of us who are part of them, the best days are ahead. To read more about why I think this is the case, click here. The best...
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 of them and thought I would share five thoughts from the first article. 1. AI Augmentation, Not Replacement Contact...