Planning a Safe Return to Work

The rampant spread of highly contagious variants of the virus has more companies grappling with whether to require employees to be vaccinated before returning to the workplace.

Strategy Culture COVID-19


Keep the Ball Rolling!

Change is often the result of any good assessment, one in which the entire team has been included from the get-go.

Strategy Planning


Artificial Intelligence—The Post-Pandemic Contact Center Superhero

It’s time for our own superhero in the contact center industry. I nominate inefficiency as the villain in this superhero story and contact center automation as the superhero.

Technology Artificial Intelligence COVID-19


Live Chat Vs. Phone Agents: How to Find Top Performers at Scale

When you’re deciding how to select candidates for any role, it’s important to identify the characteristics that are predictive of success, and to find an accurate way to assess them.

People Hiring


Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges

Companies that bridge the physical gap between leaders and employees early in 2021 will surpass pre-pandemic performance levels. Those who allow the virtual gap to widen will experience a performance decline.

Strategy Industry Research COVID-19 Remote Work


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