Author:  Roger Sumner
Themed shopping and dining experiences have been popular for quite some time.  Now some companies are using the same concept to add fun to their customer’s contact center experiences. 
What am I talking about?  In concrete terms, think of the Rainforest Café – “A Wild Place to Shop and Eat.”  From the moment you […]

Author:  Gary Barnett
It’s been about a year since I made my 2007 predictions, and I was thinking it might be fun to take a look back and see if my trusty crystal ball was accurate. 
Last year, I stated that contact centers would take new approaches in four specific areas: Unified, performance management, agent retention, and […]

Author:  Roger Sumner
As you know, I like to share everyday experiences when I hear about friends or colleagues interacting with companies or organizations through the contact center.  Typically there are lessons, both good and bad, that can be gleaned from each of these interactions.  Here’s a recent example.
One of my colleagues – we’ll call him […]