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

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

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.

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

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

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.

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

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.

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.

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

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

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

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

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

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.