Blog

The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change.

For many years, contact centers have strived to enable agents to manage their own performance and own their learning and development. As work-from-home and hybrid work models become the new norm, the business case for agent empowerment has become more compelling.

For contact center agents, the past year has certainly not been easy. That’s why leading companies are looking at how they can use automation to address the pressures agents have experienced working from home and dealing with massive call volumes from distressed angry customers seeking reassurance from a human voice.

The demand for a unified next-gen CX platform that can manage complete interactions across every consumer touch point from digital to voice for any service need in both a responsive and proactive manner will accelerate.

Did you ever see the episode of “Friends” where the always-principled Phoebe Buffay spends the entire show on hold with her phone company’s customer service?

Employee engagement is the new buzz-phrase for organizations. Everybody wants the benefits of employee engagement, but many are going about it the wrong way. By its nature, “engagement” connotes a two-way relationship. The question is what comes first? It’s a bit like the old chicken or egg conundrum. Do we expect employees to engage with the organization or do we expect the organization to engage with employees?

Political scientist Phillip Tetlock spent nearly 20 years asking experts about their predictions for political outcomes, and what he found “mildly traumatized” pundits, according to The Economist: The predictions made by the group of mostly political scientists and economists he queried were only marginally more accurate than random guesses.