For supervisors, navigating constantly changing and ambiguous circumstances adds to the stress load.

Instead of text-heavy knowledge base articles and documents, ProcedureFlow uses a visual guide to provide agents with the processes they need when they need them.

Ignored or poorly managed visibility is a chronic condition that leaves many centers suffering from enterprise isolation.

This year there was more time to plan, more time to think through what a virtual conference should look like, and perhaps get creative in terms of how a virtual conference could be presented.

There has been a recent influx in flexible DIY chatbot solutions, such as IVAs, to bring the power of conversational AI to the hands of business users.

Customer interactions are about to get a lot more complicated. It’s the job of contact center agents and CX experts to make those experiences feel simple.

Departments need to cooperate and share the wealth to succeed in this brave new world.

Don’t focus on KPIs at the expense of everything else. The most successful workplace cultures are both metrics- and mission-driven.

Delivering ‘peace of mind’ uniquely through the human connection generally results in lasting customer relationships and greater satisfaction.

You don’t need a reason to pick up the phone and talk to your team.

High employee satisfaction is the foundation of high customer satisfaction. You cannot have one without the other.

Can you still maintain rapport with unhappy team members, other team leaders or your manager? Yes, you can—the key is how you communicate with them!

Changing the companywide mindset about concepts such as proximity, connection and communication is the first step toward reshaping the culture to better align with a hybrid work environment.

Empathy is very important to our clients. Each client is very different, and we need to understand their needs and goals.

Countless centers wind up with manual workarounds because things don’t talk to each other as promised.