How to Be a Supervisor in the Modern Contact Center

Passion for people is the hallmark that differentiates a great coach from a good or average one.

People Development


Contact Center Challenges & Priorities for 2019

We have some noticeable movement this year. It reflects our dynamic industry in what the vendors are offering, how the labor market is changing, and how centers are maturing.

Strategy Industry Research Research


Are You Sure Your Contact Center Is on Solid Ground?

Once a flaw in the foundation has been identified, it must be fixed. It must not be complained about as if there is simply nothing to be done to correct the situation.

Strategy Planning


Inside View: Gopher Sport

When you love what you do, you’re going to do a great job.

People Development


Contact Center 2019: There’s an App for That

We are also seeing clear indications that contact center buyers are starting to think along the lines of choosing the app/solution they want regardless of whether or not it is native to their platform.

Technology Software Platforms