4 Essentials for Contact Center Success: The Best Days Are Ahead!
Last winter I reflected on what I learned at ICMI’s Contact Center Expo, and ended with a bold prediction: for contact centers and for those of us who are part of them, the best days are ahead. To read more about why I think this is the case, click here. The best...
The Highest Level of Customer Service Leadership
Professor Jim Collins and his team of researchers for the book Good to Great identified what they call Level 5 Leadership. The greatest leaders are those who build an organization, team or department that continues to thrive after they’re gone. Collins’...
The Future of Contact Centers: 5 Insights
After ICMI’s most recent Contact Center EXPO, I wrote a series of articles with reflections on the future of contact centers. I was recently reminded of them and thought I would share five thoughts from the first article. 1. AI Augmentation, Not Replacement Contact...