Stop Trying to Make Us All Productive
Instead of hyper-focusing on productivity, companies must also consider their workers' well-being
As Agents Already Know, Emotional Work Is Real Work
Compassion fatigue can be a big issue in contact centers
What Post-Pandemic Contact Centers Will Look Like
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
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
Why is my preference assumed to be your preference?
Here’s One of the Best Ways to Make Your Customers Happy
Make your agents happy first—and outsourcers demonstrate innovative ways to do that
Being Insensitive to Customers Is an Odd Business Plan
Some of the travel industry's offers seem suspiciously like extortion
Analyzing CX Means Looking at the High Points, Wherever They Are
How customers feel at the end of interactions is only part of the story, not the climax
The ‘Cost Center’ Notion Must Go (Finally)
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
Artificial intelligence must do more than reflect back what it thinks it knows about us
Speech Recognition Is Not Speech Understanding
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
How experiences make customers feel is crucial. Ignore that at your own peril.
Conversational AI Should Speak Plainly and Carry a Big Meaning
Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon
How Chatbots Can Create a New Kind of Agent
Conversational AI will change customer service, and humans will still matter
AI Isn’t Inevitable—It’s a Choice
Companies should approach automation with judgment and analysis, not resignation
Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?
When the going gets weird, the weird turn pro
Where Is Amazon Go-ing With This?
The staffless Amazon Go stores seem like a convenience revolution—though for now, the experience might be beside the point
With Customer Experience, ‘Good’ and ‘Consistent’ Aren’t Always the Same Thing
Experiences that lead to happy customer outcomes can yield less-than-ideal business outcomes
Virtual Agents Hear What You Say. Do They Know What You Mean?
Deciphering intent is best left to humans, who have a hard enough time with it
Customer Service Needs to Tackle Customer Emotion
How a customer feels about an interaction is the biggest contributor to good CX