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Remote Work

Why Software QA is Good for Business (to Business)

Why Software QA is Good for Business (to Business) Delivering excellent B2B CX depends on optimally-functioning solutions. Operations Remote Work Technology

Disruption Ahead for The Contact Center Workforce – Part 2

Disruption Ahead for The Contact Center Workforce – Part 2 Declining labor supply poses challenges and how to offset them. Strategy People Hiring Turnover Remote Work Operations

Strategies for Managing Remote Call Center Teams – Part 2

Strategies for Managing Remote Call Center Teams – Part 2 How to handle challenges of agents working from home. People Technology Data Security Remote Work Operations

Can Voice Authentication Help Overwhelmed Agents?

Can Voice Authentication Help Overwhelmed Agents? Experience with it says yes. Operations Technology Remote Work People

Where to Call and Contact?

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies. Operations Technology Artificial Intelligence Remote Work Operations

Connecting With Remote Colleagues: In Writing

Connecting With Remote Colleagues: In Writing Email has its flaws, so here’s how to make the best of it. Strategy Remote Work Operations

Strategies for Managing Remote Call Center Teams – Part 1

Strategies for Managing Remote Call Center Teams – Part 1 How to handle challenges of agents working from home. People Remote Work Strategy

Reinventing Workplace Connections

Reinventing Workplace Connections How to nurture friendships in the remote contact center era. People Turnover Workplace Environment Technology Remote Work Operations

Guiding Customers on Their Journeys

Guiding Customers on Their Journeys How AI can assist agents assist customers. People Technology Artificial Intelligence Remote Work Operations

Managing to Adapt

Managing to Adapt Where are contact centers going post-COVID-19 pandemic? Operations Workforce Management Remote Work Strategy

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges. People Hiring Turnover Technology Omnichannel COVID-19 Agent Motivation Remote Work Operations Case Studies

Surprises and Delights

Surprises and Delights Work from home…15 years in review. People Hiring Remote Work Operations

Back to the Future

Back to the Future Change is the only constant. Technology Omnichannel Remote Work Operations

Overcoming the Workforce Challenges

Overcoming the Workforce Challenges How managers can ensure having the right people at the right times. Operations Workforce Management Remote Work Strategy

Yes, There’s an App For Mobile WFM

Yes, There’s an App For Mobile WFM Why mobile WFM apps can benefit contact center operations. Operations Workforce Management Remote Work Technology

Moving Forward: What Will 2024 Bring For Contact Centers?

Moving Forward: What Will 2024 Bring For Contact Centers? Our Advisory Board shares timely insights to take into the New Year. Operations Workforce Management Strategy Customer Experience People Turnover Workplace Environment Technology Artificial Intelligence Remote Work Operations

Proximity Ambition and the Contact Center

Proximity Ambition and the Contact Center Land of Opportunity Strategy Customer Experience Technology Artificial Intelligence Remote Work People

Unifying UC With Contact Center Capabilities

Unifying UC With Contact Center Capabilities What SMBs need to know about optimizing these critical solutions. Technology Unified Communications Remote Work Strategy

Staffing in the Age of Angst

Staffing in the Age of Angst How to attract and retain high quality agents in this challenging era. Strategy Customer Experience Technology Staffing Artificial Intelligence Remote Work Operations

Managing Talent in the Age of AI

Managing Talent in the Age of AI How best to recruit (and retain) the next-gen contact center staff. Technology Staffing Artificial Intelligence Remote Work People

Contact Center Pipeline Current Issue

CURRENT ISSUE: July 2024

Connecting With Anxious Customers

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