The RX for Quiet Quitting in CX

Posted on October 11, 2022 by Kathy Sobus

“The Great Resignation” was a term coined during the pandemic, and it extended through the beginning of 2022. Since then, a new term called “quiet quitting” has hit the streets. The Harvard Business Review defines quiet quitting as, “opting out of tasks beyond one’s assigned duties and/or becoming less psychologically invested in work.” Maybe you’re thinking, “OK, I can name some people that have quietly quit.” But what about those you can’t name? They’re showing up every day and performing at a job, but not optimally.

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Is Calling Your Business Painful for Your Customers?

Posted on September 20, 2022 by Dan Burgin, Sr. Director, AI Omni-Experience Practice

The satisfying potential of contact center automation that solves your customers’ needs.

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6 Steps to Empowering Agents with Workforce Engagement Management [Part 3]

Posted on September 6, 2022 by Kathy Sobus + Chuck Branum

Part 1 and Part 2 of this blog series detail the first three steps to effective Workforce Engagement Management.

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6 Steps to Empowering Agents with Workforce Engagement Management [Part 2]

Posted on August 9, 2022 by Kathy Sobus + Chuck Branum

The first entry in this blog series, which details the first two steps to effective Workforce Engagement Management, can be read here.

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Why Should I Replace My IVR with an IVA?

Posted on July 19, 2022 by Kevin Mertz

“Why should I replace my IVR with an IVA?” I’m starting to hear that question a lot from companies that I work with on a regular basis, so I’d like to address the question more broadly.

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6 Steps to Empowering Agents with Workforce Engagement Management [Part 1]

Posted on June 21, 2022 by Kathy Sobus + Chuck Branum

What factors determine whether a contact center interaction produces a positive outcome? Often, it’s the agent that makes the difference, but this doesn’t tell the whole story. How was the “right agent” trained? Why was the call routed to that employee? What business systems supported the interaction? To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach.

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2022-23 Communication Platform as a Service (CPaaS) Planning and Strategy Guidance

Posted on June 7, 2022 by David Lover

I find that there are a lot of misconceptions about what CPaaS actually is. The term “Communication Platform as a Service” can mislead you into thinking it is a very broad and inclusive term.

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Prepare and Create Data to Support Customer Self-Service

Posted on April 19, 2022 by Kathy Sobus

Preparing and creating as much data as you can will help you build for the future and support more self-service efforts.

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Don’t be Afraid of Intelligent Virtual Assistants and the Help They Bring

Posted on March 22, 2022 by Kathy Sobus

Virtual assistants can offer an incredible amount of help to your customer care organization. Before we jump into that, let’s start by focusing on what a Virtual Assistant is—or better yet, an Intelligent Virtual Assistant.

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Modernize Your Customer Experience with Self-Service

Posted on February 22, 2022 by Kathy Sobus

In my last blog post, I advocated for beginning your customer experience modernization journey by consulting with IT. My next piece of advice centers around what the end goal of your modernization efforts should be: allowing your customers more access to self-service—and I mean good self-service.

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