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Operations Topics:

Collaboration

Should Agents Work from Home?

Should Agents Work from Home? Why agents went home: and why they should come back. Operations Workforce Management Collaboration Strategy People Technology Artificial Intelligence Remote Work Operations

Is the Picture Bright for Video?

Is the Picture Bright for Video? Video is widely used for internal communications, but will it grow for customer contact? Operations Collaboration Strategy Customer Experience Technology Remote Work Technology

Will Video “Kill” the Call Center Agent?

Will Video “Kill” the Call Center Agent? Video promises to enhance collaboration but risks appearance, possible discrimination issues. Operations Collaboration Strategy Customer Experience Technology Remote Work Technology

Building a Sustainable Strategy for Remote Agents

Building a Sustainable Strategy for Remote Agents The COVID-19 crisis has forced contact center leaders to rethink long-term remote agent strategies. Operations Collaboration Virtual Contact Centers COVID-19 Remote Work Remote Work Operations

Delivering Impactful Feedback + Coaching in the Contact Center

Delivering Impactful Feedback + Coaching in the Contact Center Practical, actionable advice for positive coaching and feedback results. Operations Collaboration People Performance Management

Consultative WFM

Consultative WFM Strengthen the partnership between the floor and WFM to meet objectives and maintain an engaged workforce. Operations Collaboration

How to Build a Great Culture

How to Build a Great Culture 7 culture lessons from contact center industry veterans. Operations Collaboration Strategy Culture Strategic management

Rewarding an Age-Diverse Workforce

Rewarding an Age-Diverse Workforce Rewards and incentives that will drive customer-centric results in your multigenerational contact center. Operations Collaboration People Engagement People management

Cloud Racers

Upland Software Meeting Request

DSS General

2Ring 09

DSS General