1 Dec

7 Ways to Coach by Example

Melissa Kovacevic

Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks […]

2 Nov

Don’t Forget to Map the Employee Journey

Jim Tincher

Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we […]

31 Oct

Workforce Management Moves to the Forefront

Kyle Antcliff

I had the pleasure of attending a Forefront event in Dallas this fall. Forefront is a growing community of contact […]

13 Oct

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

Kyle Antcliff

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand […]

23 Sep

Are You Viewing the Experience Through the Lens of the Customer?

Jeannie Walters

Whenever we deal with customers, we are asking our brains to do a lot. We are trying to see things […]

6 Sep

The Future of Contact Center Automation

John Wolf

As technology advances, could contact center agents be replaced by robots? That’s a question some outsourcers in India and the […]