What Do Customers Really Want From Chatbots?
27 Jan 2021
And do they themselves really know?
2021: The Year Customer Service Embraces Empathy
30 Nov 2020
Customer service has always had something of an identity crisis. But that could be about to change.
We Don’t All Want to Work From Home
30 Sep 2020
Efficiency goes up, but does employee happiness?
Stop Trying to Make Us All Productive
31 Aug 2020
Instead of hyper-focusing on productivity, companies must also consider their workers' well-being
As Agents Already Know, Emotional Work Is Real Work
07 Aug 2020
Compassion fatigue can be a big issue in contact centers
What Post-Pandemic Contact Centers Will Look Like
29 May 2020
Will agents return to the office or remain remote? The answer is, likely, yes to both
Empathy Has Its Limits, and It’s Also More Critical Than Ever
24 Apr 2020
Accept that we're all human and let that be your guide, in personal and business contexts
To Succeed in Customer Service, Forget the Rule Your Parents Taught You
26 Mar 2020
Why is my preference assumed to be your preference?
Here’s One of the Best Ways to Make Your Customers Happy
06 Mar 2020
Make your agents happy first—and outsourcers demonstrate innovative ways to do that
Being Insensitive to Customers Is an Odd Business Plan
10 Jan 2020
Some of the travel industry's offers seem suspiciously like extortion
Analyzing CX Means Looking at the High Points, Wherever They Are
26 Nov 2019
How customers feel at the end of interactions is only part of the story, not the climax
The ‘Cost Center’ Notion Must Go (Finally)
08 Nov 2019
Companies claim to be customer-obsessed, but customers themselves feel otherwise. What's not adding up?
To Truly Work, AI Needs to Get Really Personal
28 Oct 2019
Artificial intelligence must do more than reflect back what it thinks it knows about us
Speech Recognition Is Not Speech Understanding
30 Aug 2019
Companies and contact centers strive to communicate with customers across countries and languages, but are their efforts getting lost in [machine] translation?
Yes, Companies Can Influence Customer Emotion
15 Jul 2019
How experiences make customers feel is crucial. Ignore that at your own peril.
Conversational AI Should Speak Plainly and Carry a Big Meaning
28 May 2019
Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon
How Chatbots Can Create a New Kind of Agent
25 Apr 2019
Conversational AI will change customer service, and humans will still matter
AI Isn’t Inevitable—It’s a Choice
25 Mar 2019
Companies should approach automation with judgment and analysis, not resignation
Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?
01 Mar 2019
When the going gets weird, the weird turn pro
Where Is Amazon Go-ing With This?
26 Dec 2018
The staffless Amazon Go stores seem like a convenience revolution—though for now, the experience might be beside the point