Most Recent

Preventing Agent Burnout

COVID-19 has created a continuously elevated state of stress that is manifesting in the form of intense emotional reactions—both inside and outside of the workplace.

People


Buyer’s Guide to Cloud Solutions

Pricing is primarily about licensing—except when it’s not! Market disruptions have created an interesting mix of possibilities, and you must spend the time to find the best fit for...

Technology


Contact Centers Today… A Management Balancing Act

Many times, analytics are not analytics at all. They are simply taking a look at the metrics and assigning a good or bad value to agent performance.

Strategy


Changes in Contact Center Latitudes, Changes in AI Attitudes

The industry’s hesitant approach to AI before the pandemic is poised to become a much more confident near-term march toward AI deployment.

Technology Artificial Intelligence


Tips for Onboarding New-Hires Remotely

Starting a new job is intimidating. Starting a new job in this pandemic while isolated can be even more so. It’s your job to make sure that’s not the case.

People


20 Empathy Statements to Show Stressed-Out Customers That You Care

Even the most empathy-willing agents will struggle to show empathy when they’re overburdened, like they are now.

People


Ian Stokol, CCXP

CX is understood by the people who practice it. Very few people outside of the CX community understand how deep and complex the discipline is.

People


Three Things Seasoned Work-From-Home Leaders Always Get Right

Employees need to be able to exchange work experiences and knowledge during the day with one or two clicks.

People Culture


Secure at Home: Protecting Ourselves, Our Brand, Business and Customers

Customer security is part of the entire customer experience. Safe and secure customer information is part of creating a customer journey with minimal customer effort.

Strategy


Coaching During COVID-19: Six Remote-Coaching Tips For Contact Centers

Employees need to feel heard and valued, especially in a time of uncertainty.

People


Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

At a time when many companies are grappling with how their technology investments impact their bottom line, providing the highest quality of customer support must remain a key initiative.

Technology


Why the Call Center Was Already Collapsing—Even Before COVID-19

Phone-based support was already struggling to meet the demands of an increasingly digital world. Facing the strain of the COVID-19 crisis, it’s simply no longer viable.

Technology White Papers


Redefining the Work Experience

Mobile WFM communications help keep home agents engaged in the scheduling process and part of the team.

Technology White Papers


COVID-19 Impact: Recalibrating Human & AI Roles

Business has changed—forever. We must accept this and take steps to evolve. If we don’t, all the pains we are going through now and the lessons we learn along the way will have been...

Strategy Planning


Open the Door… To Possibility!

Leaders have a unique responsibility to influence the overall direction that their business unit will assume. This is true even when one is faced with the kinds of conditions many must confront...

Strategy Culture


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