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The latest from our blog

The Downside of AI in Customer Service: Risks and Challenges to Consider

As AI's impact continues to ripple throughout the CX industry, many recent AI failures in the customer service world have illustrated that, while such innovations hold great potential, they are not without their challenges and risks.

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Staffing Plan Fundamentals: Service Goals — Jeremy Hyde

If customers were willing to wait for help indefinitely (which they aren’t…) then we wouldn’t have staffing constraints! But staffing requirements are driven largely by how timely we want to be for our customers.

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The Miracle Cure for Reducing Attrition: Increase Agent Confidence

Trying to keep a full staff of experienced agent can feel like trying to fill a leaky bucket. But here's a secret: contact center managers can stem the tide of attrition by focusing on confidence-boosting training techniques.

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