COVID-19

Looking Good: An Amateur’s Guide to Zoom Success

Video interactions are professional speaking engagements as much as they are meetings.

Strategy COVID-19 Remote Work Remote Work Operations Strategy


Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Modern contact centers must be flexible and have the agility to respond and scale to match any number of challenges.

Technology Artificial Intelligence COVID-19 Remote Work Remote Work Operations Technology


Reinforcing Your Work-From-Home Team's Cybersecurity Foundation

An alert, educated remote workforce adds considerable strength to your cybersecurity defenses.

Technology Data Security COVID-19 Remote Work Remote Work Operations People Technology


Games People Play

Gamification is a powerful tool in motivating workforces and breathing life into the disconnected, remote atmosphere created by WFH models.

Technology Workforce Optimization COVID-19 Remote Work Agent Motivation Remote Work Technology


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


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 Remote Work Operations


Strike While the Iron Is Hot

Executives across many industries are more aware than ever of the value of the contact center.

Strategy Visibility COVID-19


Biden Administration Impact on Contact Centers

In an otherwise unpromising employment environment, the contact center space may shine like a bright beacon.

Operations COVID-19


Managing Emotional Labor in the Contact Center

When frontline employees use deep acting to interact with customers, absenteeism and turnover are reduced.

People COVID-19 Agent Motivation Remote Work People


COVID-Era Phone Fraud Demands Omnichannel Response

IVR security technology has improved by leaps and bounds in the past several years, but many contact centers have been slow to implement the latest and greatest advances.

Technology Omnichannel Data Security COVID-19 Remote Work Technology


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


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


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...

Strategy Industry Research COVID-19 Remote Work Remote Work Strategy


Equipping the Enterprise for the AI-Powered Human Agent Era

While analyzing all these inputs in real-time, these solutions can trigger guidance to the agent and alert a supervisor where necessary to improve the interaction outcome.

Technology Assisted Service Artificial Intelligence COVID-19


Turning Disruption into Opportunity

Rather than reset for ‘back to normal,’ embracing today’s operational cornerstones can lay a strong foundation for future success.

Technology Omnichannel Artificial Intelligence COVID-19 Remote Work Remote Work Technology


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