Tommy Palomäki at Teleopti says it’s time to embrace the multi-generational revolution by attracting, nurturing and retaining the brightest contact center professionals, whatever their profile According to the International Customer… read more →
There are ways to change the experience for your customers and employees alike for the better. There are even plenty of ways you can improve things today. Yet when we… read more →
Introduction My entire career has involved customer service and helping companies find ways to improve it, and changing the game has been a passion I’ve been fortunate to share… read more →
Doctor IoT, paging Doctor IoT My last blog (way too long) I wrote about how IoT is already impacting us in our kitchen and ways I really hope it will… read more →
We are experiencing change all the time, and today, more rapidly so than ever. Products, technologies, the business landscape, expectations – they’re all in a constant state of flux. This… read more →
Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda chooses her new health insurance plan.… read more →
A recent McKinsey study of 150 call center leaders found that focused investments are needed to improve the skills of contact center agents in both service and sales, and to… read more →
And folks from PureCloud Engage℠ will be there, which is just one of the reasons we’re excited about AWS re:Invent in Las Vegas, Nov. 28 to Dec. 2. Weirdly, in… read more →
I had the pleasure of attending a Forefront event in Dallas this fall. Forefront is a growing community of contact center Workforce Management and Operations leaders shaping the future of… read more →
Ben Willmott at Teleopti explains how action-based web tools are the new stars of the show when it comes to workforce management For today’s team leaders, every minute counts. Shifting… read more →