In my work, I frequently encounter individuals discussing the importance of being data-driven. However, the work they share usually relies on past experiences and assumptions rather than actual data. I don’t believe this is an intentional attempt to deceive or take shortcuts. Statistics heavily...
AI’s new inflection point, generative technology, has captured the world by storm and could be the next giant leap to unleash the innovation and productivity we need . The market will reach over $109B by 2030, with a projected CAGR of 35.6% . ChatGPT’s meteoric rise is attributable...
In today's fast-paced business landscape, economic uncertainty is a constant challenge. As businesses strive to adapt and thrive, one area that deserves special attention is the contact center. The contact center serves as the frontline of customer interaction and plays a crucial role in...
There’s one question popping up across the tech space, from boardrooms to water coolers, and everywhere in between — “How is AI going to change our daily work lives?” The conversation around AI has moved from curiosity to its potential widespread impact — with bold predictions that the...
Customer service agents are usually the first point of contact most people have with a brand. It shouldn’t be surprising, then, to point out that your customers’ engagement and overall satisfaction with your brand is directly linked to your agent experience. When your agents feel undervalued and...
The way your business adapts to change is how you are (or aren’t) remembered down the line. And one such way to successfully withstand change is through the resilience of your team. Understanding how to build team resilience is a lesson many businesses faced during the COVID-19 pandemic — and it...
Generative AI has emerged as a transformative force in today’s technology and business landscape. This buzzy technology holds much promise in shaping digital customer experiences and revolutionizing how enterprises operate. Through its innate prowess to augment human efforts and generate deep...
Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition. ...
While legacy ticketing platforms have their advantages, the disadvantages of ticketing in customer service can leave your team without the tools they need to create personalized interactions and drive brand loyalty. This is especially true since loyalty and personalization are now...
Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most overlooked from a skills development perspective. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on...
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