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


Contact Center Challenges and Priorities for 2021: A Year Like No Other

The overall theme for 2021 is: It’s all about the response to COVID and its impacts.

Strategy Industry Research Research COVID-19 Remote Work Strategy


Seven Contact Center New Year’s Resolutions for 2021

2021 is not about ‘going back to the good old days’ (of 2019). It is about moving forward into an era of digital transformation, AI and hybrid/work-from-home teams.

Strategy Remote Work Strategy


Managing Through COVID-19

Calls matter, private conversations matter, and learning about how the frontline feels about working from home matters.

Strategy Planning COVID-19 Remote Work Strategy


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