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Automation or AI Won’t Fix Broken Processes
When leaders hear “AI” or “automation,” it often sounds like the cure to every operational headache, faster workflows, predictive insights, fewer manual tasks, and happier teams. But here’s the uncomfortable truth: Automation or I won’t fix broken processes – they amplify them. A flawed workflow plus automation is just a faster, more expensive flaw. Add…
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An Agent’s First 90 Days: Coaching Moments That Matter
Let’s face it, new agents don’t wear signs that say “Help, I’m drowning.” But if you know what to look for (and when), early signs of burnout, disengagement, or just plain confusion aren’t so quiet after all. This post outlines what to watch for in Weeks 1, 2, 4, and 8 of a new agent’s…
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The Innovation Roadmap: Balancing Risk, Culture, and Change
Overview: If you’ve ever tried launching a new initiative inside a highly regulated organization, you know the feeling: a cocktail of ambition, red tape, and the soul-crushing phrase, “we’ve always done it this way.” But innovation isn’t optional anymore. The speed of technological change means you either evolve or risk falling behind. This post offers…
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Digital Collections and the Rise of the Email-First Collector
Traditional phone-based outreach is no longer the default in collections. Consumers increasingly prefer digital communication, email, text, and chat, and they expect to resolve their accounts in the same channels where they interact with brands every day. For agencies and collectors, this shift demands more than just new tools. It requires a new kind of…
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The Hidden Costs of Not Using AI in Your Contact Center
In today’s highly competitive market, contact centers must balance cost efficiency with delivering fast, high-quality customer service. While AI-powered solutions have transformed many industries, some businesses remain hesitant to implement them due to concerns about complexity, disruption, or budget constraints. However, the real risk isn’t adopting it, it’s the hidden costs of not using AI. …
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Agent Performance with Jordan Fleming
Jordan Fleming, CEO of smrtPhone, joined us on the Contact Center KPI podcast for a phenomenal episode on agent performance and his steps to coaching & training. It’s easy to fall into the trap of training and coaching too quickly. But Jordan says you need to think of coaching as time that is needed if…
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Gig Economy for Contact Centers with Nate Nammour
Nate Nammour, Director of Partnerships at ShyftOff, joined the Contact Center KPI podcast to discuss a gig economy for contact centers and why the traditional W2 employee isn’t the only way. GigCX is a recent trend that utilizes gig-based workers to handle a company’s customer service efforts. This model can be deployed in a variety…
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Agent Attrition with Oliver Catt
Today’s guest is Oliver Catt, Founder of The Cattalyst and we’re diving into agent attrition. A touchy subject in the contact center world. But it’s something that needs to be addressed as the old way of mass hiring, hoping 50% of the agents stay more than 6 months is not working anymore. 1. Understand the…
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Customer Experience Score with Brian Jeppesen
Brian Jeppesen, Director of Contact Center Operations at Landry’s, has over 30 years of contact center industry experience. Today he is sharing that experience with you. We’re focusing on the customer experience and the return on experience. 1. Return on experience – How easy do we make it for our customers to do business with…
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Outsourcing Contact Centers Q&A: Everything you need to know
Modern technology has made it easier than ever to outsource contact centers when companies are looking to offload costs. If you’re interested in potentially moving your contact center offshore, you’ll probably have a lot of questions you need answered before you feel confident doing so. At The Cattalyst, we’ve spent more than 20 years fielding…
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