Contact Center Pipeline

Remote Work Topics:
- Operations
- People
- Strategy
- Technology
- Blog Posts

Remote Work

Where to Call and Contact?

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies. Current Issue 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. Current Issue 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. Current Issue People Engagement Remote Work Strategy

Reinventing Workplace Connections

Reinventing Workplace Connections How to nurture friendships in the remote contact center era. Current Issue 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. Current Issue People Technology Artificial Intelligence Remote Work Operations

Managing to Adapt

Managing to Adapt Where are contact centers going post-COVID-19 pandemic? Current Issue 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. Current Issue People Hiring Turnover Technology Omnichannel COVID-19 Agent Motivation Remote Work Operations

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

How Contact Centers Can Have Available Quality Agents - Part 2

How Contact Centers Can Have Available Quality Agents - Part 2 Multiple forces are constraining contact center workforces. Operations Workforce Management People Engagement Remote Work Operations Vendor Roundtable

Hungry for Praise

Hungry for Praise Building a culture of praise and recognition. Strategy Culture People Development Recognition Remote Work Operations

What Is The New Normal?

What Is The New Normal? How the COVID-19 pandemic permanently changed customer interactions and environments. Operations Technology Unified Communications Artificial Intelligence Remote Work People

Do We Need Disaster Planning?

Do We Need Disaster Planning? How contact centers can best plan and respond when disasters strike. Operations Contingency Planning Strategy Remote Work People

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