Collaboration


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?

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

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



Nice InContact
Verint
2Ring
Khoros
Aizan