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Artificial Intelligence, automation, and technology in general have been major discussion pieces in customer service and customer experience in recent times. There are a lot of things companies […]

A recent article by Mary Shacklett discusses the concept of empathy statements within call centers. Basically, if a person can put themselves in the customers’ shoes and take […]

Employee morale is extremely important, especially in a call center environment. Call center agents are under a lot of pressure from the customers and company to deliver service […]

An article by Steve Kraus discusses how self-service and traditional service channels are essential to satisfying millennial customers. Millennial customers are tech savvy with the internet at their […]

In her recent article, Krista Sheridan discusses the significance of having diverse ideas and viewpoints on a customer experience team. The idea is that the more diversity you […]

In his recent article on Customer Think, David Miller discusses customer communities and explores the notion that they’ll replace inbound call centers. A customer community can be a […]