Some of the key differences between cloud and premise are blurring as vendors offer (and downright encourage!) purchase models based on subscription pricing.

Belief and certainty can be so strong they blind us to areas of weakness.

The flexibility to pivot and transform work, processes and personnel quickly is accelerated in the cloud.

Older agents are more inclined to seek moderate or complex tasks than the youngest agents.

Agents need MORE, not less, training during a recession because there are greater demands on their skills.

While we may not want to use the pandemic as our permanent technology adoption playbook, it has certainly allowed us to practice a rapid approach to digital transformation.

We must prepare frontline agents to respond with empathy in these situations, however scary or uncertain that may feel.

It’s important to make sure lack of will isn’t masquerading as lack of skill.

Chat, text and social media enable contact centers of all sizes to maintain consistent, exceptional outcomes for customers.

Virtual shock can occur even if the employee loved their job in the past or enjoys working from home.

The contact center can be a tough environment. Lots of noise, all-day use, agents coming and going, and lots of wear and tear.

The world of workforce management is changing more rapidly than at any other time in our history.

The pandemic has encouraged the adaptation of new business models that place service at their core.