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 →
A Survivor’s Story: Clare Kawamura Breast Cancer is the second most commonly diagnosed cancer among American women. For every eight women you know—one will develop invasive breast cancer in her… read more →
Even when our agents are coached and trained to provide the best customer experience, those best efforts can be in vain if our processes aren’t making our customers happy. It… read more →
Register for this free webinar here. In this hyper-connected era, every industry is under pressure to provide a seamless consumer experience – and healthcare is no different. Patient interactions with… read more →
Forecasting, we are always told (and I’ve said so myself), is an art, informed by science. As artsy as we like to think about it, there are still some fairly… read more →
As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients. By serving multiple clients, you can see something they can’t… read more →