Posts by grid_adm
Empathy in the age of customer experience
Empathy probably isn’t something that most people associate with business success. Customer loyalty. Competitive differentiation. Revenue growth. These are core…Read More
Transforming the contact center to meet the challenges of an omnichannel customer experience
The days of a single consumer channel are long gone. Today, the customer journey is defined by an omnichannel shopping…Read More
Common questions when automating and scaling customer support
Virtual agents are changing the customer experience. As advancements in artificial intelligence (AI) technologies enable virtual agents to perform transactions…Read More
Put me in, coach!
The escalating use of digital channels, coupled with consumer behavior shift resulting from the pandemic, have put new stressors on…Read More
Putting the quality back into contact center QA
Quality assurance (QA) isn’t new, but it is integral to ensuring the performance and compliance of contact center agents. Unfortunately,…Read More
Don’t settle for average when it comes to average handle time
Average handle time (AHT), or the average length of time a contact center agent spends on a call from start…Read More
Identifying opportunity at the speed of sound
By the time AT&T formed its Opportunity Discovery Department (ODD) inside of Bell Labs in 1995 to assess the impact…Read More
The long-distance call turns 101 years old
In 1915, it took five operators and 23 minutes to connect the first transcontinental call between New York and San…Read More