AI Can Save Bad CX, but Not How You Expect
19 May 2025
Use AI agents to stress-test your system.
Should Machines Be Quality-Scoring Machines?
30 Apr 2025
If AI is charged with evaluating AI, the process needs to look different.
Who Are the Agents of Tomorrow?
27 Feb 2025
In an automated contact center, humans will have a role to play. Time to figure out what that is.
A Backstage Pass to Technology Evaluations
22 Jan 2025
New year, new…set of enterprise initiatives.
Some (Near) Year-End Customer Service Reflections
27 Nov 2024
'Tis the season to not leave money on the table.
Your Customers Don’t Care about Efficiency Metrics
09 Oct 2024
A focus on cost reduction can shortchange your contact center.
Conversational Interfaces: Gimmick or Gateway?
13 Aug 2024
We have to keep questioning the tech we adopt, not just for its flash but for its function.
Contact Center Analysts Aren’t Immune from Baffling Service Experiences
03 Jul 2024
Knowing exactly where a company went wrong doesn't lessen the frustration.
When AI Is Ready, Will You Be?
03 Jun 2024
The human touch will become a rare opportunity for differentiation.
Contact Center Catharsis
26 Apr 2024
Here are some of the things callers want to vent about.
Does Contact Center Tech Translate to Physical Stores?
05 Apr 2024
Post-pandemic, the digital and physical realms are merging,
Tips for Dodging AI Disasters
26 Feb 2024
It'll take time to work through the learning curve.
Manifesting Better Customer Experiences
18 Jan 2024
Three things I predict (hope?) will happen this year.
Three Contact Center Resolutions for 2024
29 Nov 2023
New year, new queue! Here's how to make 2024 better for customers and agents alike.
An Insider’s Guide to Navigating Customer Service
19 Sep 2023
Some tips and tricks I've learned, both through personal and professional experience.
A Call for Boldness in Customer Service
23 Aug 2023
Can you dare to be so good you make yourself obsolete?
AI and Drive-Thrus Make a Bad Combo
06 Jul 2023
AI-powered speech recognition is not up for this McChallenge.
Empathy Statements Aren’t Enough
01 Jun 2023
Contact center agents need to be empowered to solve problems, not just say they're sorry.
Sorry, Companies. We’re Just Not That Close.
02 May 2023
Brands need to tread lightly when it comes to messaging with their customers.
Companies, You Have to Invest in Your Agents
03 Apr 2023
The humanless contact center is not happening. People matter.