Operations



Conquering the New World of Contract Work

The COVID-19 pandemic liberated the workplace. Where do contact center-using organizations go from here?

Current Issue Operations Strategy People Development Remote Work Operations


VENDOR ROUNDTABLE: Contacting for Customers

Well-planned (and compliant) outbound customer contact is becoming critical to support an excellent CX.

Current Issue Operations Strategy Customer Experience People Technology Remote Work Operations


WFH for B2B?

Not a few business-serving contact centers have also moved home, but will they stay there?

Current Issue Operations Virtual Contact Centers People Technology Artificial Intelligence Remote Work Operations


Protecting Data, Payments, Providing Positive CX

Companies must walk a fine line between adopting new technology and maintaining consumer trust.

Current Issue Operations People Technology Data Security Remote Work Operations


From the Heart

Heart & Stroke’s Resuscitation Support Centre supports the instructors who teach others how to save lives.

Operations People Culture Technology Staffing Remote Work Operations


Work from Home... Are You Sure of the Future?

It’s time to conduct an in-depth review of three WFH factors: benefits, trade-offs, and risks.

Operations Strategy People Hiring Technology Remote Work Operations Member Exclusive


The New Normal: Navigating Change, Disruption

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

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


2Ring
Nice inContact
Khoros
Verint