Stop me if you’ve heard this one: What a world we live in.
Speaking as a seasoned, schooled, marginally flawed member of the human race, I have of late been watching the movements of humanity with worried, widened eyes. This was not by choice, really. Recent, domain-shifting global crises and changes in our behavior as a people have demanded some navel-gazing.
What I noticed with this increased scrutiny was dizzying: Contemporary humanity is grizzled, tenuously held together. We are infighting at maximum volume. Violence persists. Epidemics once thought dead have effortlessly risen from the grave. The concept of acceptance has been gradually eclipsed by intolerance. “Social media” has ironically mutated into the most anti-social of spaces: Once lauded as a magical tool of globalism and the sharing of ideas, it has bred bullying and divisiveness, and has seen humanity fire out sharp-tongued words so devastating and massive in volume that it can no longer be measured, or contained.
The CX industry is an incredibly dynamic one. Its ever-changing nature means that, in order for businesses to thrive, adapting new technologies and meeting contemporary customer desires are absolute musts.
It’s that special time of year. Put your hands together and give it up for the 2018 winners of Fonolo’s Customer Experience Excellence Awards!
Full disclosure: I’ve been watching a lot of Star Trek: The Next Generation lately. And no, it’s not all about spaceship battles, alien encounters, and boldly-colored jumpsuits. It’s about the future (the year 2364 to be exact), and it gives anyone in the Customer Experience (CX) racket a lot to think about.
It’s happening: We’re collectively witnessing a “Frankenstein moment” on social media, and within the Internet in general. In 2018, companies, platforms, and users alike are keeping an even closer eye on privacy and, importantly, verified, trusted, and accurate content. Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs.
I read countless articles on how to reduce stress in the call center and often wonder, “why is the contact center environment so traumatic?” Well, there are a few reasons for this. The first is quite obvious: Most call center horror stories feature an angry customer, venting their frustration about a faulty product or terrible service. Dealing with angry customers is difficult! Other causes of stress in the call center are less noticeable, ranging from a lack of social support, to feeling undervalued, to role conflict between employees.
You may think that watching movies and television shows is something you do for sheer amusement – providing little educational value. Well, think again! I know I recently spoke about the importance of reading vs. watching television in my latest blog on the 
