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the evolution of ai in cx

I Wrote About AI in the Contact Centre in 2018. Here’s What I Got Right — and What Surprised Me

AI

I Wrote About AI in the Contact Centre in 2018. Here’s What I Got Right — and What Surprised Me Read More »

Exceptional Service

Keeping and Retaining your Customers – Why Exceptional Service Pays

Customer Experience

Keeping and Retaining your Customers – Why Exceptional Service Pays Read More »

Discounting

Beyond the Price Tag: Why Discounting Rarely Delivers Long-Term Success

Leadership

Beyond the Price Tag: Why Discounting Rarely Delivers Long-Term Success Read More »

essence of exceptional service

The Mantra of Exceptional Service: Lessons from the Front Line

Customer Experience, Leadership

The Mantra of Exceptional Service: Lessons from the Front Line Read More »

Leading Technical Teams

Navigating the Tightrope of Leading Technical Teams: A CX Expert’s Playbook for Success

Leadership

Navigating the Tightrope of Leading Technical Teams: A CX Expert’s Playbook for Success Read More »

Illustrated scene showing a support agent icon communicating with a customer icon against a stormy background with lightning. A red speech bubble with an “X” and a green speech bubble with a checkmark represent false resolution versus true first call resolution.

First Call Resolution: Why It’s One of the Hardest Metrics to Get Right

KPI

First Call Resolution: Why It’s One of the Hardest Metrics to Get Right Read More »

skill-based routing

Navigating the Complexities of Skill-Based Routing and Scheduling in Contact Centers

Tools

Navigating the Complexities of Skill-Based Routing and Scheduling in Contact Centers Read More »

turn interviews into job offers

How to Land the Interview and Turn It into a Job Offer

Hiring & Jobs

How to Land the Interview and Turn It into a Job Offer Read More »

Why Your Internal SLA Must Outpace Your Customer SLA: A Guide to Avoiding Costly Mistakes

Why Your Internal SLA Must Outpace Your Customer SLA: A Guide to Avoiding Costly Mistakes

Planning, SLA

Why Your Internal SLA Must Outpace Your Customer SLA: A Guide to Avoiding Costly Mistakes Read More »

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