Having That DE&I Conversation…

Understanding what DE&I is about and insights on how to make it happen.

Strategy Culture People Hiring

Refining Remote Working

How WFH contact center employees can best engage with customers and colleagues.

Operations Strategy Culture Remote Work People

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

Planning a Safe Return to Work

The rampant spread of highly contagious variants of the virus has more companies grappling with whether to require employees to be vaccinated before returning to the workplace.

Strategy Culture COVID-19

Collaboration: Distinguishing the Buzz from the Buzzword

True collaboration requires a high degree of trust and a willingness to let go of one’s own power and ‘turf.’

Strategy Culture

Leadership Insights: Rising Above COVID Challenges

This additional focus on connecting will remain even when we return to the office. It has become a critical part of our culture, a reflection of how we work and engage with each other.

Strategy Culture COVID-19 Remote Work Strategy

Seven Ideas to Deliver a Great Customer Experience During a Recession

Agents need MORE, not less, training during a recession because there are greater demands on their skills.

Strategy Customer Experience Culture Service Delivery

Inside View: Sweetwater

We try to be superior at what we do. We want to offer the absolute best we can to the customer. We’re not driven by one quick sale; we’re driven by always doing the right thing.

Strategy Customer Experience Culture

Open the Door… To Possibility!

Leaders have a unique responsibility to influence the overall direction that their business unit will assume. This is true even when one is faced with the kinds of conditions many must confront...

Strategy Culture

After the Pandemic: How to Bring Back the Contact Center

The bottom line is this: If your company culture is healthy and strong, you’re going to be able to adapt and pivot.

Strategy Culture COVID-19

Improving the Agent Experience

As with the customer experience, EX isn’t something that just happens; it must be intentionally designed.

Strategy Culture COVID-19 Agent Motivation

Leading a Service Culture

Redefining how the leadership team’s performance is evaluated is a critical first step in an organization’s efforts to walk the talk.

Strategy Culture

America's Top 200 CEOs Want You to Fight for Your Agents

There are many work environment, scheduling or workflow changes that can be executed simply with the investment of a little bit of time!

Strategy Culture

Innovation: What’s the Right Amount for your Contact Center?

Culture is important to innovation because it indicates how the organization handles risk, diversity of thought, and the inclusion of new ideas.

Strategy Culture Service Delivery

Moral Leadership in the Contact Center

As managers, your job is to elicit the ‘right’ behavior at scale, repeatedly.

Strategy Culture COVID-19 Agent Motivation

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