White Papers

Suppliers share their story, in their own words, about how their products and services can help you accomplish your objectives.

Upgrade Your Customer Surveys

Why devote so many resources to delivering a quality service experience only to fumble the final touchpoint?

People Performance Management


Nothing Ventured, Nothing Gained

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

Strategy Planning


Turning Up the Heat on the Contact Center: A Fireside Chat

Without a doubt, 2020 will surface more ways, both practical and innovative, to leverage AI and improve both customer and employee experience.

Technology


Inside View: Televerde’s Prison Workforce Development Program

Not everybody is ready to face themselves and to move beyond the things that got them incarcerated in the first place. But many people are, and Televerde gives them that chance.

People Development


Why Online Scripting Is So Important to Your Call Center Success

Having your scripting online is one of the most important things you can do to ensure the success of your sales or customer service agents.

People Performance Management Technology


How to Implement CCPA Without Impacting Customer Service

No one likes to jump through hoops to get the information they’re looking for, so if the identity verification process is rife with unnecessary speed bumps, customer experience is going to...

Technology Data Security


Things I Wish Someone Would Invent

I’ve been around the telecommunications industry for a very long time, and I’ve seen many successful products and software solutions that were once thought impossible.

Technology Software Platforms


The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

This new uber-heterogenous mix of full-time, part-time, contract and virtual agents has made the sheer act of scheduling center resources exponentially more difficult and complex.

Technology Workforce Optimization


Boost ROI by Enhancing Agent Performance

With the right knowledge and tools, companies can provide great mentoring for all their CSRs even if large numbers of people need to be mentored simultaneously.

Technology Workforce Optimization


The Impact of Altruism on a Servant Leadership Culture

Altruism is the concern for the growth and development of the company without the added agenda of self-interest.

Strategy Vision - Mission - Values


Improving the Agent Experience

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

Strategy Culture


Contact Center Challenges & Priorities for 2020: The Year of the Agent

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


Operation Social Media… 2020

Social media critics are not going away… ever! Organizations must determine the best way to operationalize and integrate this reality into day-to-day activity.

Strategy Visibility


Contact Center 2020: Yesterday and Today

There are some interesting parallels in the contact center in terms of how technologies can transition while still relying on the tenets that made them important in the first place.

Technology


Inside View: Annette Franz, CCXP

Service is what happens when the experience breaks down.

Strategy Customer Experience


2Ring