Most Recent

Most Recent

Where to Call and Contact?

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies. Current Issue Operations Technology Artificial Intelligence Remote Work Operations

Contact Center Leaders…Can You Rise to the Challenge?

Contact Center Leaders…Can You Rise to the Challenge? Key initiatives to contact center success. Current Issue Operations Strategy Customer Experience

Connecting With Remote Colleagues: In Writing

Connecting With Remote Colleagues: In Writing Email has its flaws, so here’s how to make the best of it. Current Issue Strategy Remote Work Operations

Strategies for Managing Remote Call Center Teams – Part 1

Strategies for Managing Remote Call Center Teams – Part 1 How to handle challenges of agents working from home. Current Issue People Engagement Remote Work Strategy

Reinventing Workplace Connections

Reinventing Workplace Connections How to nurture friendships in the remote contact center era. Current Issue People Turnover Workplace Environment Technology Remote Work Operations

Attack The Service/Support Points of Pain

Attack The Service/Support Points of Pain Doing so is win-win-win for customers, employees, and organizations. Current Issue Operations Strategy Customer Experience

Disruption Ahead for The Contact Center Workforce – Part 1

Disruption Ahead for The Contact Center Workforce – Part 1 Declining labor supply poses challenges and how to offset them. Current Issue Strategy Customer Experience People Hiring

Banking on Digital Transformation

Banking on Digital Transformation How financial services can use tools like Conversational AI and Agent Assist AI. Current Issue Strategy Customer Experience Technology Artificial Intelligence

Guiding Customers on Their Journeys

Guiding Customers on Their Journeys How AI can assist agents assist customers. Current Issue People Technology Artificial Intelligence Remote Work Operations

Managing to Adapt

Managing to Adapt Where are contact centers going post-COVID-19 pandemic? Current Issue Operations Workforce Management Remote Work Strategy

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges. Current Issue People Hiring Turnover Technology Omnichannel COVID-19 Agent Motivation Remote Work Operations

The New Face of Knowledge Management

The New Face of Knowledge Management How AI, LLMs, and vectorization has changed KM. Current Issue Operations Technology Artificial Intelligence

Happy Fifteenth Anniversary

Happy Fifteenth Anniversary My five wishes! Strategy Vision - Mission - Values Visibility People

A Second Chance

A Second Chance Sharing my voice about the actions we can and should take. Operations Strategy Vision - Mission - Values Visibility People Development

A Passion for Customer Engagement

A Passion for Customer Engagement The customer interaction evolution. Operations Strategy Customer Experience

How Did You Get Here?

How Did You Get Here? Embracing the opportunity to build a contact center career. Strategy Vision - Mission - Values People Development Technology

Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3!

Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3! Three times we got it right. Two times we must do it again. And one thing that is changing everything. Strategy Customer Experience People Technology Artificial Intelligence

The Upcoming Recruitment Crunch

The Upcoming Recruitment Crunch Gen Z and phone phobia. Operations People Hiring Development

Motivating Industry Innovations

Motivating Industry Innovations An industry that was ripe for innovation and it remains so today. Strategy Customer Experience Technology Artificial Intelligence

Reflections From the Front Line

Reflections From the Front Line My life as a contact center leader. People Development

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