A combination of work-life balance, learning opportunities, and supporting technologies may be the best Rx.

A Sponsored Article by Slalom

Steps contact centers can take to protect customers through training the agents.

Automation, digitization, WFH, and rising expectations are reshaping the business customer experience.

How task mining and RPA can help agent productivity, and ultimately the customer experience in contact centers.

Working in a contact center can be a route to becoming law-abiding productive members of society for incarcerated individuals.

There are six concepts contact centers can follow to make
their workplaces accessible.

First in a three-part series on adaptability and adaptive leadership. (Part 1 of 3)

How to fix the broken workforce preparation model.

Coaching, training, empowerment, and AI-driven solutions can help retain staff and improve the contact center.

Influence occurs when you are authentic, as you invest in others. It is the ability to have a positive impact on others or to gain their buy-in.

For supervisors, navigating constantly changing and ambiguous circumstances adds to the stress load.

Delivering ‘peace of mind’ uniquely through the human connection generally results in lasting customer relationships and greater satisfaction.

The first sentence of an email to a customer gets more attention than all the other sentences combined.

Training sessions are never the destination; they’re the start of the journey.