Planning


Strategies for Promoting Contact Center Value and Visibility

Ignored or poorly managed visibility is a chronic condition that leaves many centers suffering from enterprise isolation.

Strategy Visibility Planning


I Want to Take You Higher

Replacing COVID issues at the top of the challenges was formulating strategies that propel the contact center into becoming a central component of the operations of the organization.

Strategy Visibility Planning


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


Keep the Ball Rolling!

Change is often the result of any good assessment, one in which the entire team has been included from the get-go.

Strategy 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 Remote Work Strategy


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 Remote Work Strategy


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 Remote Work Strategy


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 Customer Retention Remote Work Strategy


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 Remote Work Strategy


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 Remote Work Remote Work Strategy



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


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