To create meaningful change in the workplace, feedback about D&I challenges and obstacles must come from those who experience them on a day-to-day basis.

Keep an open mind and bring the ‘can do’ attitude that your executives expect.

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

What makes this industry special are the relationships that are built to last, even through this miserable pandemic.

Truly customer-centric organizations are driven by strong leaders who desire positive change. They have a clear vision for a better future, even if there are potential unknowns along the way.

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

Twitter has been around since 2006, which means most brands have more than a decade of experience providing customer service in this channel.

To become the best version of yourself, the most empathetic version, the most compassionate and kind version—takes work!

It’s incredibly empowering for associates to see their ideas come to fruition.

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

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.

Don’t let technology and automation stand in the way of personalized interaction and experience.

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.

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

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.