Articles to transform your Business

Most contact centers overpay for AI because they don’t ask the vendor the right questions before buying. Here’s one...

“We had 1,000 people use our self-help tool and nobody called afterward.” He thought that was a success. That’s...

Patient satisfaction in healthcare has 3 distinct steps. Most practices only measure the last one. The sequence looks like...

Most contact centers are still running QA the old way. They’re only getting a fraction of the value QA...

I didn’t plan to build contact centers from scratch across seven countries. I just kept saying yes to the...

My first call as a frontline agent changed how I lead contact centers. 20+ years later, I still use...

Outpatient providers are stuck between two bad options: 1. Burn out your physicians with after-hours calls2. Leave patients with...

The best contact center leaders I’ve seen all balanced 3 things at once.Most people you’ll interview only care about...

Want to improve quality scores and lower costs at the same time? Focus on First Contact Resolution. Most contact...