The Future Is Agents, Not Tech.
In the call center industry, narratives created and perpetuated by pundits and experts are important. They often dictate how call...
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Training and Performance Management
that guarantees service excellence.
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The Empathy Myth
Today’s prevalent discourse regarding empathy is a perfect example of how the call center industry is routinely led astray regarding some...
The Tech Struggle
Six Sigma Daily and Harvard Business Review posted that the Project Management Institute reports global spending on digitally...
How AI Analytics Came Up Short
The main selling point of AI automated QA programs is their claim to measure 100% of agent recordings. This is sold as unquestionably...
How to Dictate Agent Excellence
A prevailing narrative in our field is that there is no consensus standard or set of rules that can provide a clear and specific guide to...
How to Dictate Agent Tone
Agent tone issues are typically associated with the particular sound of an agent's voice like unenthusiastic, cold, and disinterested. ...
The Elephant in the Call Center
While administrative concerns are obviously important to any business, nothing compares in importance to a company's product. The...
Beware These False Narratives
The call center industry is dominated by narratives espoused by experts in articles, convention presentations, and podcasts that greatly...
Training Agents to Be Empathic
Some of the hottest new buzzwords in the call center field include empathy, humanness, and emotional intelligence, often associated with...
Analysis of a Software Objective
BCI is not a software company, but I believe the role of software in call centers is essential and evolving. I recently viewed a...
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