Last month I was in Montreal, installing my 3R Conversation Control System™ for a client's frontline team, when a contact center representative said something that stopped me mid-slide.
“I miss the password resets.”
The room laughed. Then it got very quiet, because everyone wearing a headset in
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For twenty-five years I have watched the same scene on every contact center floor I have worked. A rep takes the hard call. She absorbs the frustration, steadies her voice, finds the policy, and earns back a customer the company nearly lost. Then the line clears, and her reward begins. The notes.
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Last October, my daughter was laid off, and the company named AI as the reason. I wrote about her last week, about the months of applications that went nowhere and the federal case that finally said her suspicions deserved to be heard.
So believe me when I tell you I have thought hard about what
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As a former Contact Center Manager, I'm always looking at trends and trying to stay ahead of the game, and I know you are, also. I've spent time talking to experts, exploring new technology, and, most importantly, listening to contact center leaders. I've put all my research in this article to help ...
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