blog 2016-12-24T00:54:38+00:00

How validating caller identity can be costly and stupid

You’ve got numerous reasons why you need to authenticate callers. But how you go about doing it could equate to burning the entire field in order to eliminate a few weeds. Are you worried that you're wasting money and making stupid mistakes that are damaging the customer experience? Ahem, you should be. I need to confirm it’s you Most [...]

Create a Contact Center Service That Sparkles

Innovation is white hot right now as organizations are realizing incremental improvement is not fast enough to retain competitive advantage. If leaders are asked to increase productivity by 10%, their focus becomes efficiency and automation; but, if asked to increase productivity 100%, the focus becomes reinvention and transformation. Service innovation has for years been a central part of my [...]

Starting a Successful Chatbot Program – Infographic

Are you ready for chatbot success? This year has been coined as the year of the chatbot. Just a few short weeks ago at the Gartner Applications (App) & UX Conference in Las Vegas, attendees heard that this is the year you need to do as many POCs (Proof of Concept) as you can with AI chatbots. [...]

January 18th, 2018|Categories: Contact Center Performance|Tags: , , |0 Comments

Contact Center Executive Priorities for 2018

Coaching is the #1 agent experience focus for 2018. Yahoo! At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. I am thrilled to see the importance of people development being a lead focus for 2018. I am just praying that this year we will not see many of the people development intentions fade [...]

Celebrating Top Contact Center Thought Leaders

For several years, ICMI has compiled a list of the top 50 contact center thought leaders to follow on Twitter. I have had the blessing of having many of the honorees on the Fast Leader Show as guests. All of them share their own personal story of a time when they have had to get over a hump in [...]

December 26th, 2017|Categories: Contact Center Events|Tags: , , , |0 Comments

Learn the truth behind different chatbot technologies

There are 3 different generations of chatbot technology found in contact centers, websites, or in an APP experience. Learning about the different chatbot technologies will help you to avoid making uninformed decision that lead to bad chatbot performance and poor customer experiences. You can always find yourself on the right path if you are ready to answer these 3 [...]