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Strategy Industry Research COVID-19 Remote Work Remote Work Strategy
The overall theme for 2021 is: It’s all about the response to COVID and its impacts.
Strategy Industry Research Research COVID-19 Remote Work Strategy
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
Strategy Industry Research
I believe the industry is poised to enter a new phase of productivity.
Strategy Customer Experience Industry Research COVID-19 Remote Work Strategy
We believe that the answer to long-term sustainability is to build a model that effectively supports your agents rather than replaces your agents.
Strategy Industry Research Remote Work Strategy
As centers tackle their challenges and pursue their priorities, I believe we will see a strong focus on the agent experience, and the result should be better customer experience, as well.
Strategy Industry Research Research
We have some noticeable movement this year. It reflects our dynamic industry in what the vendors are offering, how the labor market is changing, and how centers are maturing.
It’s time to take these tools, and the related processes and roles, to the next level; the market has us poised to do just that.
Strategy Industry Research Technology Workforce Optimization Research
Strategy Customer Experience Industry Research Research
Highly engaged customers are more likely to exhibit brand-focused behaviors that go beyond business as usual.
Strategy Customer Experience Industry Research Strategic management Research
Strategy Industry Research Strategic management Research