Contact Center Industry

Competition for roadside services requires a top-notch customer experience The number of roadside assistance providers competing against the industry granddaddy—the American Automobile Association—is on the upswing. These competitors are...

Are you ready for the “frictionless revolution” and game-driven learning? Thinking of attending a contact center conference in 2018? Sharpen your pencils and pack your bags. We’re seeing themes...

Contact center work hasn’t evolved with workers’ needs, agents say The first word Lourdes used to describe her work in a contact center was “nightmare.” “You’re really, really micromanaged...

Once again, Liveops has made the top 10 on the FlexJobs list of top companies offering remote work. I love seeing this recognition of companies that help people work...

Call quality suffered overseas, making customer satisfaction a financial driver A decade ago, offshoring seemed to be the low-cost answer for customer service calls. Companies rushed to capitalize on...

Why bother? Surprising ways training improves business performance When I talk with clients about ongoing skill development for their customer service agents, some are torn. While they want agents...

Evaluating and improving on customer satisfaction means more than a score When the Net Promoter Score came into fashion in business, it seemed everyone was eager to talk about...

Doing more to satisfy evolving customer demands This post originally appeared on CustomerThink as an editor’s pick article.  When customers pick up a telephone to reach a real person...

How to handle customer service spikes on retailers’ busiest days  Before online shopping hits an all-time high for the 2017 holiday season—expected this year on Cyber Monday, Nov. 27—contact...