Operations Management

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations.…

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service,…

Just for fun, let’s start this technology article with some English literature and vocabulary. I chose the title hoping it…

While training is a top 2016 priority for contact center managers, a recent study finds that the type and frequency…

How many of you reading this chose contact center management as your career? Like many of you, I “fell” into…

Metrics have always been a staple of the contact center industry. Most leaders are never far away from a report…

Contact centers come in all shapes and sizes. We have different ways to define them—sales vs. Service, virtual vs. brick…

“A fundamental element of providing an excellent customer experience is making it easy for customers to get their questions answered…

In late 2015, we conducted a simple survey that received input from 277 respondents on two fronts: the biggest challenges…

KNOWLEDGE MANAGEMENT (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among…

It’s starting to feel like we are living in a science fiction movie. Technologies that used to exist only in…

There is probably no area of the company where it is more critical to have highly engaged employees than customer-facing…

In many contact centers, proactive contacts seem to function as “filler work”—an activity that gets done when there is some…

Benchmarking has long been the preferred method of determining relative performance of contact centres, but now it’s being taken to…