Technology

Changing the Business Experience

Automation, digitization, WFH, and rising expectations are reshaping the business customer experience.

Operations Strategy Customer Experience People Development Technology Artificial Intelligence Remote Work Technology Member Exclusive


DaaS to the Desktops

How secure desktop-as-a-service (DaaS) solutions help agents work productively from anywhere.

People Technology Remote Work Technology



Headsets: The Call Floor Perspective

Here’s what agents want from headsets, and issues with them.

Operations People Technology Remote Work Technology


Optimizing Agent Performance

How AI-driven behavioral analytics can improve the experience of agents in the new normal.

Operations People Performance Management Technology Workforce Optimization Artificial Intelligence Remote Work Technology


Is the Picture Bright for Video?

Video is widely used for internal communications, but will it grow for customer contact?

Operations Collaboration Strategy Customer Experience Technology Remote Work Technology



Will Video “Kill” the Call Center Agent?

Video promises to enhance collaboration but risks appearance, possible discrimination issues.

Operations Collaboration Strategy Customer Experience Technology Remote Work Technology


5 Ways Contact Centers Can Best Serve Customers and Grow Their Business

High employee satisfaction is the foundation of high customer satisfaction. You cannot have one without the other.

Technology Artificial Intelligence Remote Work Technology


Creating a Sustainable Work-from-Home Contact Center

The hard part is done—the decision to transition to work from home as a staffing strategy to a work strategy—and we know it works!

Technology Unified Communications Workforce Optimization Remote Work Technology


Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Modern contact centers must be flexible and have the agility to respond and scale to match any number of challenges.

Technology Artificial Intelligence COVID-19 Remote Work Remote Work Operations Technology


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


Reinforcing Your Work-From-Home Team's Cybersecurity Foundation

An alert, educated remote workforce adds considerable strength to your cybersecurity defenses.

Technology Data Security COVID-19 Remote Work Remote Work Operations People Technology


Games People Play

Gamification is a powerful tool in motivating workforces and breathing life into the disconnected, remote atmosphere created by WFH models.

Technology Workforce Optimization COVID-19 Remote Work Agent Motivation Remote Work Technology


When Contact Changes: Five Tips for Transitioning to Remote Contact Centers

Now more than ever, businesses are trying to deliver consistency in a world that is changing every day.

Remote Work Technology Blog Posts


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