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A couple of years ago, my wife, two daughters, and I took to the high seas aboard a Disney Cruise along with Elsa, Mickey, and all the other who’s-who of Disney favorite characters.

This blog is the second in a three-part series focused on forecasting in the contact center. The first installment discusses why forecasting is both an art and a science.

Raise your hand if you owe a few contact center agents apologies for how you treated them before you worked in customer experience.

The customer journey is easily one of the most important, yet most misunderstood, parts of doing business. One of the reasons for this is that the needs of customers can change.

For many years, contact centers have strived to enable agents to manage their own performance and own their learning and development. As work-from-home and hybrid work models become the new norm, the business case for agent empowerment has become more compelling.

For contact center agents, the past year has certainly not been easy. That’s why leading companies are looking at how they can use automation to address the pressures agents have experienced working from home and dealing with massive call volumes from distressed angry customers seeking reassurance from a human voice.

The demand for a unified next-gen CX platform that can manage complete interactions across every consumer touch point from digital to voice for any service need in both a responsive and proactive manner will accelerate.