Embracing Agility in the Contact Center

Too often we are focused on following the roadmap to call center self-improvement, when letting everyone (leaders and CSRs) challenge conventional wisdom brings change much faster.

People Culture COVID-19


This Little Light of Mine… Keep It Shining!

Engagement is a key ingredient in feeling valued; it is also a prerequisite for an optimistic culture.

People Culture Workplace Environment


The Times They Are a-Changin’

The contact center is finally a place for investment rather than budget cuts.

Operations Workforce Management COVID-19 Remote Work


Why Customer Service Is Not an “Entry-Level” Position

AI is taking on transactions formerly done by tier 1 agents, and agents are now moving up to tier 2 customer interactions.

People Development


Closing the Engagement Capacity Gap

Companies aren’t able to close the Engagement Capacity Gap by simply hiring more people because hiring more people isn’t scalable.

Technology Artificial Intelligence


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Nice InContact
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