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Kay Phelps

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Kay Phelps is a contact center professional who has worked in the industry for more than 20 years. Her experience spans systems engineering, defining requirements for new products and new releases, as well as product management and product marketing. Kay is a frequent speaker at conferences and webinars, has authored numerous industry articles, and has blogged extensively on all things contact center. Kay holds a Masters in Computer Science from Colorado State University as well as a BA in Computer Science and Journalism from East Tennessee State University. Read More>

Articles by: Kay Phelps

What’s Hot (and What’s Not): Customer Contact Week 2020

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The conversation has shifted. In recent years, contact center conference discussions tended to focus on “what” – omnichannel, speech analytics, artificial intelligence, chatbots, analytics, etc. We learned what these new and emerging technologies could do to help reduce costs and improve metrics. [...]

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Is a Contact Center Solution Your Key to Success?

Contact Center Keys to Success

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Where are those darn car keys? If you’ve ever spent several frantic minutes hunting them down before you can walk out the door, you know the frustration and anxiety caused by the wasted time and effort. And if you’ve kept others waiting, they’re not happy either. This type of frustration is what mi [...]

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Top Customer Experience Tips from 8 Companies

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The blogosphere is rife with marketers and consultants sharing tips for improving your company’s customer experiences. But what customer experience professionals truly crave are tips and insights from practitioners -- their peers who are in the trenches, working daily to better the experience for t [...]

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8 Tough Security, Compliance and Reliability Questions to Ask Your Communications Provider

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When it comes to security, compliance and reliability, how do you separate the real deal from the pretenders? While every company has different needs, here are eight questions that you should ask your next communications provider. 1. Are you a HIPAA-compliant business associate? If so, can you put [...]

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Insights from Customer Contact Week Austin 2019

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It seems like every company nowadays is pontificating about the importance of customer experience (CX). But how well do we walk the talk? At Contact Center Week in Austin, I heard ESPN, Sleep Number, Comcast, Weight Watchers and others share what they are doing to make it real. At this conference, [...]

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When Do We Break the Rules−and When Do We Follow Them?

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In his Psychology Today article “When Breaking the Rules is the Smart Thing to Do,” author and change leadership consultant Gustavo Razzetti says while most people are afraid to break the rules, others think rules are meant to be broken. Undoubtedly there are rule-followers and rule-breakers, but I [...]

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