For those with contact center experience, do you remember your first big decision? Regardless of the outcome, how might your decision have been affected if

Forbes reported that poor customer service costs businesses more than $75 billion annually.   For many customers, the last few years have witnessed a business’s

Content of this article is based on live customer deployments and outcomes.  In the 1990s, NASA launched the Martian Climate Orbiter to study the atmosphere

The classic debate whether contact centers are a revenue center or cost center.   If they’re a revenue center, then they should be managed with

One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX.   The concept

Every business unit plays a vital role in its company’s success. From HR to R&D, all are important.   But just because a business unit

It is no secret contact centers are under constant pressure to improve performance while reducing costs. A recent study by Bain & Company found that

In today’s contact centers the average agent uses more than 8.5 platforms each day. Without these solutions, most contact centers would never be able to operate

When I ask contact center leaders how they rationalize financial decisions, I consistently hear one key metric pop up “Cost-per-Contact.” And after much research I’ve

Many contact centers rely on averages to base decisions, i.e.:   Average handle time (AHT) Average cost-per-contact (ACC) Customer Satisfaction (CSAT)   But the thing

Optimal decision making requires the right insights based on the right information, but often we lack the right information until after the fact. How often has

For the last few decades, every industry has been going through what is called the digital transformation.   According to Deloitte, “digital transformation is all