Operations

The New Normal: Navigating Change, Disruption

Contact centers face an array of developing issues that fortunately there are strategies and tools that can help.

Current Issue Operations Virtual Contact Centers Technology Remote Work Operations


Working on Workforce Issues

Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions.

Operations Workforce Management Strategy Technology Workforce Optimization Artificial Intelligence COVID-19 Remote Work Remote Work Operations


Going Home: For Good?

How COVID-19 has upended BC/DR and staffing strategies

Strategy Remote Work Operations


Providing Resiliency During Challenging Times

How a contact center adapted and executed its BC/DR plan, and lessons learned

Operations Remote Work Operations


Growing Customers During Disasters

How a strategic partnership helped a credit union provide excellent CX during multiple calamities

Strategy Customer Experience Remote Work Operations


Old and In the Way

Before writing off retired or retiring boomers as being old and in the way, consider the benefits of hiring members of this hard-working generation, even if they only work part time from home.

Operations Workforce Management Remote Work Operations


Looking Good: An Amateur’s Guide to Zoom Success

Video interactions are professional speaking engagements as much as they are meetings.

Strategy COVID-19 Remote Work Remote Work Operations Strategy


Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Modern contact centers must be flexible and have the agility to respond and scale to match any number of challenges.

Technology Artificial Intelligence COVID-19 Remote Work Remote Work Operations Technology


How Do We Build Culture with Distributed Teams?

The only role in your organization that can affect the behavioral change of your customer-facing teams are your team managers.

People Culture Remote Work Operations People Strategy Technology


Reinforcing Your Work-From-Home Team's Cybersecurity Foundation

An alert, educated remote workforce adds considerable strength to your cybersecurity defenses.

Technology Data Security COVID-19 Remote Work Remote Work Operations People Technology


The Times They Are a-Changin’

The contact center is finally a place for investment rather than budget cuts.

Operations Workforce Management COVID-19 Remote Work Remote Work Operations


Can You Say Con-tin-gen-cy?

The global pandemic caught most of the industry flat-footed and scrambling to respond quickly and appropriately.

Operations Contingency Planning COVID-19 Remote Work Remote Work Operations


Moving Contact Center Agents Home for the Long-Term

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

Operations Workforce Management COVID-19 Remote Work Remote Work Operations


Seven Ways the Pandemic Affected My WFM Role

These new shifting patterns made us more aggressive with our forecasting approach.

Operations Workforce Management COVID-19 Remote Work Operations


Inside View: PFS

Our model allows for tremendous flexibility, which boosts employee morale because they're working a schedule that works for their lifestyle.

Operations COVID-19 Remote Work Remote Work Operations


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