Planning


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


Get the Ball Rolling… 2021 Here We Come!

The beginning of the new year offers the opportunity to invest time and energy into getting the ‘assessment ball’ rolling.

Strategy Planning


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


The Rocket Man and a Watershed Year

The modern contact center means a more agile approach; working anywhere while meeting service level objectives and taking care of the customer on whatever channel they prefer.

Strategy Planning COVID-19


Surveys Highlight Contact Center Opportunities

COVID ‘shined a light’ on the importance of the contact center, and it now features far more prominently as the ‘face’ of the organization.

Strategy Customer Experience Planning Industry Research Research COVID-19


Eight “Sizzling” Summer Leadership Tips

Belief and certainty can be so strong they blind us to areas of weakness.

Strategy Planning


How to Apply Predictive Analytics to Post-COVID Recovery

The pandemic has encouraged the adaptation of new business models that place service at their core.

Strategy Planning


COVID-19 Impact: Recalibrating Human & AI Roles

Business has changed—forever. We must accept this and take steps to evolve. If we don’t, all the pains we are going through now and the lessons we learn along the way will have been...

Strategy Planning COVID-19


Healthcare Contact Centers: Readiness ROI and What’s Next

What is the ROI on readiness? Peace of mind and the ability to respond.

Virtual Contact Centers Strategy Planning


Nothing Ventured, Nothing Gained

Sometimes it feels safer to discuss, evaluate and delay rather than decide, act and move forward.

Strategy Planning


Pushing the Project Pause Button

The more complex your organization, the more likely you are to experience the project pause button during major initiatives where significant change is a factor.

Strategy Planning


Make Technology a Strategic Tool

Getting technology right is about not letting the day-to-day fire drills stop the ongoing activities to plan for, implement and optimize changes.

Strategy Planning


How to Make Your Contact Center Digital Transformation a Success

The key is approaching things in the right way, which includes a heavy dose of communication delivered with a dash of gusto.

Strategy Planning


3 Tips for Embracing an Agile Approach to Digital Transformation

To meet evolving consumer expectations and become more customer-centric, businesses must create a cultural change through extensive communication, consultation and training.

Strategy Planning


Beware Healthcare… Your Access Center May Be at Risk!

Why is it so difficult to provide proper governance that will break the chain that links funding for staff and training to 20th century private practice models?

Strategy Planning


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