When I first began working with contact center professionals over a decade ago, I received some great advice I still use. Whenever I call customer service, I remember the name of the associate when they introduce themselves so I can call them by name during our interaction.
Associates appreciate it because it shows that I see them as a person and not a faceless voice on the other end of...
One thing was clear at this year’s Customer Contact Week event in Las Vegas: AI has moved from the hypothetical to something that’s firmly rooted in contact center operations. Conversations revolved around balancing the human and tech elements now that AI is a coworker, not a concept. Strong AI needs strong data Agentic AI was everywhere, as companies shared their latest virtual agent solutions and discussed ways to incorporate action-based AI...
Traditional quality assurance (QA) tools have always had limitations. They typically capture less than 3% of interactions, which means there’s no way they can’t...
Posted as part of a partnership with the European Customer Experience Organization (ECXO) and Ricardo Saltz Gulko. Read full version here: https://ecxo.org/how-to-lead-a-b2b-cx-transformation-program-and-avoid-costly-mistakes/
Introduction
A successful Customer...
