CRM Is Good, Even in the Bad Times

Some markets face an uphill climb, but that just makes investing in CRM even more crucial.

AI-Enabled WFM Promotes Efficiency and Flexibility

More advanced workforce management empowers employees and improves CX.

Does Contact Center Tech Translate to Physical Stores?

Post-pandemic, the digital and physical realms are merging,

Tips for Dodging AI Disasters

It'll take time to work through the learning curve.

Cultivating Employee Satisfaction and Engagement

Studies show the factors that can reduce attrition in the contact center; it's just a matter of implementing them.

Expanding the Tech Stack Is a Business and Personal Imperative

Here are three technology innovations that you really need to adopt as soon as possible.

In a World of AI Co-Pilots, Who’s Ready to Fly the CX Plane?

The question of pilot (i.e., human) readiness has entered the AI picture.

GenAI’s Time Has Come. Are You Ready?

The hype is over, and the real work of making generative AI has begun.

Thanks to AI, the CCaaS Sector Comes on Strong

Although sales cycles are slower, companies are buying.

CX Pros Will See a Year of Post-Pandemic Push-Pull

With genAI on tap, 2024 will bring plenty of customer experience opportunities (and pitfalls).

Manifesting Better Customer Experiences

Three things I predict (hope?) will happen this year.

Nostalgic for Nice

Remember kindness in customer service?

Three Contact Center Resolutions for 2024

New year, new queue! Here's how to make 2024 better for customers and agents alike.

VR Training Is Replacing Traditional Sales and Customer Service Training

This new training paradigm benefits employees, customers, and the bottom line.

Real-Time Guidance: Practical AI Tools for Contact Center Agents

The ability to analyze live conversations as they occur helps the customer and employee experience.

Don’t Make Me Pay More for Bad Service

Good service should be a mandatory part of the customer experience. Too often that's not the case.

CRM Needs to Keep the Human Element

Whether it's buying something or resolving an issue, customers increasingly prefer to help themselves.

When It Comes to CX, HR Is MIA, and It’s Not Their Fault

Don't overlook what human resources can bring to the table.

AI: The Brain of Future Contact Centers

Contact centers are highly complex, and they need lightning-fast decision makers.

An Insider’s Guide to Navigating Customer Service

Some tips and tricks I've learned, both through personal and professional experience.