Strategy

Strengthening the B2B CX

B2B companies face changes in their customer experiences. Q&A with Dennis Reno, Cyara.

Operations Strategy Customer Experience People Technology Remote Work Strategy


Locating Contact Centers in the New Normal

Labor market pressures could bring contact centers back to the U.S. or to nearshore countries.

Strategy People Technology Remote Work Strategy


Filling The Performance Gaps

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

Strategy Customer Experience People Development Technology Artificial Intelligence Remote Work Strategy





What’s in Store for Holiday Retail CX?

Improved customer digital and agent experiences could make this season brighter.

Operations Strategy Customer Experience Remote Work Strategy


Protecting The New (Home/Remote) Agents

Employees who work from home are also vulnerable to disasters

Strategy Remote Work Strategy


The Hybrid Contact Center

Changing the companywide mindset about concepts such as proximity, connection and communication is the first step toward reshaping the culture to better align with a hybrid work environment.

Strategy Culture Remote Work Strategy


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


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


Three Ways to Future-Proof Your CX

Not many could have imagined where we find ourselves, yet here we are. If nothing else, we must be prepared for the unknowable, and that has to start now.

Strategy Remote Work Strategy


What Execs Want: How to Respond to Visionary Ideas

Keep an open mind and bring the ‘can do’ attitude that your executives expect.

Strategy Planning Remote Work Strategy


Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges

Companies that bridge the physical gap between leaders and employees early in 2021 will surpass pre-pandemic performance levels. Those who allow the virtual gap to widen will experience a...

Strategy Industry Research COVID-19 Remote Work Remote Work Strategy


Moving Forward: What Will 2021 Bring for Contact Centers?

The lessons of 2020 are already abundant, but they are not complete. There are more lessons to learn and they may be more complicated than those we’ve dealt with to date.

Strategy Planning Remote Work Strategy


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