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Managing Through COVID-19

Calls matter, private conversations matter, and learning about how the frontline feels about working from home matters.

Strategy Planning COVID-19


Goodbye 2020… Lessons Learned

Even those organizations that struggled with technology weaknesses and the deployment of work-from-home navigated that weakness with the strength of leadership.

Strategy COVID-19


The Rocket Man and a Watershed Year

The modern contact center means a more agile approach; working anywhere while meeting service level objectives and taking care of the customer on whatever channel they prefer.

Strategy Planning COVID-19


Legal and Regulatory Developments in 2020—and What to Expect in 2021

Contact center management must be mindful of legislative initiatives that seek to draw a bright line between employees and contract workers.

Strategy COVID-19


COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents

One in four businesses saw fraud attempts increase in their call centers, which often are a vulnerable, enticing access point for fraudsters.

Technology Data Security COVID-19


Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces

As working from home will likely remain the norm, call centers face a new test—how to reshape hiring and performance management practices to bring ‘never on-site’ workers into the fold.

People Hiring COVID-19


Unexpected Lessons from the 2020 Contact Center

Today’s contact centers are not only battle-hardened, they have laid the foundation for the next generation of success.

Technology Omnichannel Artificial Intelligence COVID-19


How to Make Remote Training Work for New-Hires

Injecting more than the usual amount of knowledge checks into the middle of presentations helps to keep the class engaged and makes learning a two-way exchange of information.

People Development COVID-19


Top Seven Call Center Software Requirements for the “Now Normal”

Given the last eight months of global turmoil, it’s easy to forget that contact centers already had a long list of compelling reasons to change.

Technology Unified Communications Artificial Intelligence COVID-19


Moving Contact Center Agents Home for the Long-Term

Now is the time to review all technology and ensure that your agents have virtual access to everything they need to be successful.

Operations Workforce Management COVID-19


Wall of Fame: Janet LeBlanc

In recognition and appreciation to Janet LeBlanc, President, Janet LeBlanc + Associates, our December 2020 Wall of Fame Author.

Strategy Customer Experience Wall of Fame


The New Digital Customer Engagement for the New (Ab)Normal

The same old limited digital service capabilities do not cut it in the new environment.

Technology Omnichannel Artificial Intelligence White Papers COVID-19


Leading with Empathy

How and why people feel the way they do is very complicated. It gets even more problematic when viewed across your entire ecosystem.

People Culture


Surveys Highlight Contact Center Opportunities

COVID ‘shined a light’ on the importance of the contact center, and it now features far more prominently as the ‘face’ of the organization.

Strategy Customer Experience Planning Industry Research Research COVID-19


Healthcare Access Centers… Past, Present and Future

You must create a learner-based culture of strong and smart business people that are treated and provisioned in a way that optimizes, not minimizes, their talent.

Strategy Customer Experience


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