


Stories from the Field: Give Your Forecast More Attention
I recall a consulting project with a company that was struggling to provide consistent service to their customers. At times, customers had to endure painfully long waits but other times their employees were sitting idle waiting for something to happen. It became...
Digital Literacy: How to Train Agents to Work Alongside AI Tools
Recently, I spoke to Megan Jones of Call Centre Helper Magazine about how to train agents to work alongside AI tools. We had a great discussion that included answers to these questions: Are most organizations doing what they need to do to successfully train agents to...
Really Listening to Customers: Your Strategic Advantage
This article was originally published earlier this month at ICMI. I get it. “Listen to customers” has become an oft-repeated cliché — and one that often seems to collide with daily reality. Customer feedback isn’t always positive, easy to hear or...