Customer Experience
At a Glance Most contact center leaders optimize for lower Average Handle Time (AHT), but this efficiency-first approach misses a critical distinction: some long calls
July 22, 2026
At a Glance Most contact center leaders optimize for lower Average Handle Time (AHT), but this efficiency-first approach misses a critical distinction: some long calls
Key Takeaways: A process improvement consultant analyzes how work moves through an organization, finds where it breaks down, and designs changes that stick — including
Key Takeaways: Workforce capacity planning is a strategic function, not a scheduling exercise. It determines how many people you need, why, and whether you can
At A Glance The AI pitch was irresistible: automate repetitive work, cut costs 50%, and transform operations overnight. Enterprises spent $3.2 million annually chasing that
Key Takeaways: CSAT measures satisfaction with a specific interaction at a specific moment. It won’t tell you whether the overall customer relationship is healthy or
Key Takeaways: Explainable AI (XAI) refers to AI systems designed so that their outputs come with a clear, human-understandable account of how and why a
Key Takeaways: Traditional journey maps are built from qualitative inputs that reflect how internal teams believe customers experience a product or service, not necessarily how
Key Takeaways: Traditional peak staffing fills seats. In AI-enabled contact centers, new additions who aren’t familiar with the tools create friction rather than capacity. Research
Key Takeaways: Remote work didn’t just change where agents sit. It changed the foundational assumptions on which workforce management is built, from forecasting to real-time
Key Takeaways: Contact center software generates data at the interaction level. Customer experience happens at the journey level. That mismatch is where operational clarity breaks
Key Takeaways Customer touchpoint mapping visualizes every interaction across the entire journey—from pre-purchase research to post-purchase support—revealing friction that is invisible to internal teams. Most
Key Takeaways Service excellence training goes beyond teaching what to do—it builds systems that reinforce consistent execution through clear standards, measurement, coaching, and accountability. Inconsistent