Do contact center leaders lack career choices?

In reflection of when this article was first published, a lot has changed. So I have chosen to update it. There has been a much greater appreciation for the work done by contact center agents and leaders. Going through a pandemic and coming out of the other side has significantly greater need and value into contact centers and those [...]

March 17th, 2021|Categories: Supervisor skills|Tags: , , |0 Comments

Top Truths Every Contact Center Leader Needs To Know About AI

With increasing interest and implementations of Artificial Intelligence (AI) in contact centers, what do you need to know and avoid? Massive technology investments have poured into our industry so, it’s most important to discover the truth. Here's the truth about AI.

7 Speech Analytics Mistakes That Can Cost You Big

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It's also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Thanks to Roger Lee of Gridspace for sharing his insight at Customer Contact Week. Roger is a long-time contact center industry veteran and a respected thought-leader. At the event [...]

Top 20 CX Influencers to Follow in 2019

You have dreams and aspirations to make a difference. Sometimes it's crystal clear on how you do that and sometimes it's not. If you have a dream to make a difference in customer experience, then you need to learn from and follow these Top 20 CX Influencers. I was humbled and surprised to be named to this distinguished list [...]

September 23rd, 2019|Categories: Uncategorized|Tags: |0 Comments

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

They may be considered sleek and some would even say sexy. But in more ways than one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask [...]

NEW Ways to Supercharge Contact Center FCR and AHT Performance

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. As Artificial Intelligence continues to pour its way into the contact center industry, I suspect there [...]

Training Webinars

The Call Center School co-founder Penny Reynolds Leads Seminar on Supervisor Performance with Call Center Coach