COVID-19

The deadly COVID-19 virus has killed thousands in a global pandemic, leading to sweeping changes in our way of life and work. We’ve assembled the following collection of articles to assist you in making the critical decisions and transitions facing your center.

Embracing Agility in the Contact Center

Too often we are focused on following the roadmap to call center self-improvement, when letting everyone (leaders and CSRs) challenge conventional wisdom brings change much faster.

People Culture COVID-19


The Times They Are a-Changin’

The contact center is finally a place for investment rather than budget cuts.

Operations Workforce Management COVID-19 Remote Work


Strike While the Iron Is Hot

Executives across many industries are more aware than ever of the value of the contact center.

Strategy Visibility COVID-19


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


Artificial Intelligence—The Post-Pandemic Contact Center Superhero

It’s time for our own superhero in the contact center industry. I nominate inefficiency as the villain in this superhero story and contact center automation as the superhero.

Technology Artificial Intelligence COVID-19


Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges

Companies that bridge the physical gap between leaders and employees early in 2021 will surpass pre-pandemic performance levels. Those who allow the virtual gap to widen will experience a...

Strategy Industry Research COVID-19 Remote Work


Equipping the Enterprise for the AI-Powered Human Agent Era

While analyzing all these inputs in real-time, these solutions can trigger guidance to the agent and alert a supervisor where necessary to improve the interaction outcome.

Technology Assisted Service Artificial Intelligence COVID-19


Turning Disruption into Opportunity

Rather than reset for ‘back to normal,’ embracing today’s operational cornerstones can lay a strong foundation for future success.

Technology Omnichannel Artificial Intelligence COVID-19 Remote Work


Three Ways to Make Your Customers Happy with a Digital-First Strategy

The mindset that brands are beginning to adopt with respect to customer care is, at its core, relatively simple. They are beginning to think from the customer’s perspective.

Technology Artificial Intelligence COVID-19


Contact Center Challenges and Priorities for 2021: A Year Like No Other

The overall theme for 2021 is: It’s all about the response to COVID and its impacts.

Strategy Industry Research Research COVID-19


Can You Say Con-tin-gen-cy?

The global pandemic caught most of the industry flat-footed and scrambling to respond quickly and appropriately.

Operations Contingency Planning COVID-19


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


Goodbye 2020… Lessons Learned

Even those organizations that struggled with technology weaknesses and the deployment of work-from-home navigated that weakness with the strength of leadership.

Strategy 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


Legal and Regulatory Developments in 2020—and What to Expect in 2021

Contact center management must be mindful of legislative initiatives that seek to draw a bright line between employees and contract workers.

Strategy COVID-19