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
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
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
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
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
Even the most empathy-willing agents will struggle to show empathy when they’re overburdened, like they are now.
People
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
Employees need to be able to exchange work experiences and knowledge during the day with one or two clicks.
People Culture
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
Employees need to feel heard and valued, especially in a time of uncertainty.
People
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
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
Mobile WFM communications help keep home agents engaged in the scheduling process and part of the team.
Technology White Papers
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
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