Preventing Agent Burnout

COVID-19 has created a continuously elevated state of stress that is manifesting in the form of intense emotional reactions—both inside and outside of the workplace.

People


Buyer’s Guide to Cloud Solutions

Pricing is primarily about licensing—except when it’s not! Market disruptions have created an interesting mix of possibilities, and you must spend the time to find the best fit for your usage profiles.

Technology


Contact Centers Today… A Management Balancing Act

Many times, analytics are not analytics at all. They are simply taking a look at the metrics and assigning a good or bad value to agent performance.

Strategy


Changes in Contact Center Latitudes, Changes in AI Attitudes

The industry’s hesitant approach to AI before the pandemic is poised to become a much more confident near-term march toward AI deployment.

Technology Artificial Intelligence


Tips for Onboarding New-Hires Remotely

Starting a new job is intimidating. Starting a new job in this pandemic while isolated can be even more so. It’s your job to make sure that’s not the case.

People


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