Building a Sustainable Strategy for Remote Agents

Given the dynamic environment that contact centers now find themselves in, adaptability and flexibility have never been more important.

Operations Collaboration Virtual Contact Centers COVID-19 Remote Work Remote Work Operations

Delivering Impactful Feedback + Coaching in the Contact Center

Practical, actionable advice for positive coaching and feedback results.

Operations Collaboration People Performance Management

Consultative WFM

Moving a contact center from this combative structure to a more unified management approach requires strategic role redesign along with tactical behavioral changes.

Operations Collaboration

How to Build a Great Culture

Culture is the heartbeat of the contact center. It’s the single, most important thing to drive.

Operations Collaboration Strategy Culture Strategic management

Human side of AI