Contact Center Industry

Automation makes great human service even more critical for brands The future of customer service will be automated. That’s a top takeaway from a recent Gartner research report, which projects...

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...

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...

Lessons from Uber suggest how to capitalize on gaps in a stagnant contact center industry On his company’s ninth anniversary, Uber Co-Founder Garrett Camp publicly posted his original pitch...