3 Contact Center Trends Few Saw Coming
The headlines are screaming lots of messages. But what’s actually happening in contact centers? And what do leaders need to be paying attention to now? Here are three important trends that few saw coming. 1. Workloads in most contact centers are growing. This is the...
CX Transformation Success Principles
Customer experience transformation is characterized by continuous improvement and change. However, as a discipline, CX isn’t defined by a single methodology that guides all activities. Far from it. Talk to 10 experienced practitioners and each will each share their...
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 a quick business trip, but seeing that it fell on my birthday, we decided we’d add some personal days—with the goal of trying a new...