Articles to transform your Business

The best time to optimize a contact center is before it’s built. Here’s how I’d set one up to...

$42M to $27M in customer service spend. While quality scores went up, not down. Here’s how we did it:...

Most companies fail at AI rollouts. Here’s what I’ve seen actually work: 1. Start with the easiest, highest-volume task....

Your comp structure is either keeping great people or losing them. Here’s the structure that keeps them: 1) Pay...

Not all customer interactions are good AI candidates.  The key is knowing which ones are. In my experience, there...

I started my career on the phones Taking customer calls, just like the agents I now help optimize. And...

I believe all performance data should be visible to everyone. Here’s why: As data moves up through management layers,...

“Should we invest in AI for our contact center?” Here’s how I answer that question: AI for AI’s sake...

Labor is 70-80% of your contact center costs. Yet most executives don’t know how to tell if they’re overstaffed....