Leading with Empathy

How and why people feel the way they do is very complicated. It gets even more problematic when viewed across your entire ecosystem.

People Culture


Surveys Highlight Contact Center Opportunities

COVID ‘shined a light’ on the importance of the contact center, and it now features far more prominently as the ‘face’ of the organization.

Strategy Customer Experience Planning Industry Research Research


Healthcare Access Centers… Past, Present and Future

You must create a learner-based culture of strong and smart business people that are treated and provisioned in a way that optimizes, not minimizes, their talent.

Strategy Customer Experience


Davy Crockett, Analytics and the New Frontier

It is clear that the old brick-and-mortar ways will have to step aside in favor of the power of analytics.

Technology Artificial Intelligence


Seven Ways the Pandemic Affected My WFM Role

These new shifting patterns made us more aggressive with our forecasting approach.

Operations Workforce Management


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