End Notes

When AI Is Ready, Will You Be?

The human touch will become a rare opportunity for differentiation.

Contact Center Catharsis

Here are some of the things callers want to vent about.

Does Contact Center Tech Translate to Physical Stores?

Post-pandemic, the digital and physical realms are merging,

Tips for Dodging AI Disasters

It'll take time to work through the learning curve.

Manifesting Better Customer Experiences

Three things I predict (hope?) will happen this year.

Three Contact Center Resolutions for 2024

New year, new queue! Here's how to make 2024 better for customers and agents alike.

An Insider’s Guide to Navigating Customer Service

Some tips and tricks I've learned, both through personal and professional experience.

A Call for Boldness in Customer Service

Can you dare to be so good you make yourself obsolete?

AI and Drive-Thrus Make a Bad Combo

AI-powered speech recognition is not up for this McChallenge.

Empathy Statements Aren’t Enough

Contact center agents need to be empowered to solve problems, not just say they're sorry.

Sorry, Companies. We’re Just Not That Close.

Brands need to tread lightly when it comes to messaging with their customers.

Companies, You Have to Invest in Your Agents

The humanless contact center is not happening. People matter.

Turning the (Back) Page: A Glimpse into Customer Service’s Future

CRM's new columnist has some thoughts, and here's a few about where CX is headed.