Contact Center Challenges and Priorities for 2021: A Year Like No Other

The overall theme for 2021 is: It’s all about the response to COVID and its impacts.

Strategy Industry Research Research COVID-19


Can You Say Con-tin-gen-cy?

The global pandemic caught most of the industry flat-footed and scrambling to respond quickly and appropriately.

Operations Contingency Planning COVID-19


Managing Through COVID-19

Calls matter, private conversations matter, and learning about how the frontline feels about working from home matters.

Strategy Planning COVID-19


Goodbye 2020… Lessons Learned

Even those organizations that struggled with technology weaknesses and the deployment of work-from-home navigated that weakness with the strength of leadership.

Strategy COVID-19


The Rocket Man and a Watershed Year

The modern contact center means a more agile approach; working anywhere while meeting service level objectives and taking care of the customer on whatever channel they prefer.

Strategy Planning COVID-19


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