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