August 2017


5 Hot #Trends Impacting Contact Centers

By Susan Hash

From AI to millennials, these topics should be on every leader’s radar.

Agility Factor

Technology Worth Following

By Jay Minnucci

To get the most from the best technology, you have to be ready for it when the time is right. A look at three applications that belong on your watch list.

Customer Experience

Is Your CX Program Ready for the Digital Age?

By Tim Whiting

Digital is fast becoming the primary way business gets done. What does it mean for voice of the customer (VoC) initiatives?

Idiom Insights

Complacency: Danger in the Comfort Zone

By Kathleen Peterson

The self-satisfied often reside in their very own “comfort zone.” Fight complacency by challenging yourself and those around you.

Industry Outlook

Automation Generation

By Dick Bucci

Automation in the contact center and back office will continue to proliferate. View it as a communications and process option, not a total solution.

Inside View

Kristine Hartkopf, Freeman

By Susan Hash

An award-winning manager turns lessons into leadership practices.

Leading Thoughts

Is Standing to Work a Game Changer for Contact Centers?

By Timothy Pottorff

Sit-to-stand workstations are becoming the norm in office environments. Are they a viable option for your center?

Performance Matters

Preparing Contact Center Operations to Respond Quickly

By Brian Burke

Embrace flexibility and respond quickly to deliver results when business and client needs change.

Superior Service

5 Ways to Take Control of Your Customer Experience

By Mike Leyva

Strategies to include for a holistic approach to CX management.

Tech Line

Building a Resilient Contact Center

By Lori Bocklund

Don’t take the resiliency of your technology for granted. Intentionally seek, implement and manage solutions to achieve your goals.

The View from the Saddle

Hello, Hal! Artificial Intelligence in the Contact Center

By Paul Stockford

The industry has been captivated by AI, but it’s important to maintain a realistic perspective.