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.

Creating a Collaborative Virtual Team

Thousands of miles might separate them, but their workforce mindset must be as one to perform in unison.

Operations Virtual Contact Centers People Workplace Environment COVID-19 #1

On-Demand Is In Demand

The on-demand environment provides employees with the opportunity to find work that is meaningful to them.

Strategy Vision - Mission - Values People Workplace Environment COVID-19 #1

Embracing Remote Work

Companies are using enterprise social networks to communicate and collaborate regardless of where people sit.

People Performance Management COVID-19 #1

Anticipating and Evaluating Contact Center Trends

In today’s hyper-digital and rapidly changing world, it’s no longer enough to respond and adapt. You have to anticipate.

Strategy COVID-19 #1

Planning for Disaster: 5 Tips for a Bulletproof Virtual Training Plan

You can do everything in your power to prevent technology issues, but you won’t stop them all. The question is: How do you react?

People People management Training and development COVID-19 #1

Homeward Bound

The at-home agent workforce is now mainstream in the global contact center industry and will likely dominate the industry before the end of this decade.

Operations Strategic management COVID-19 #1

5 Elements of a Successful Virtual Training Model

There is a limit to how much any learner can absorb in a given session, and all good instructors build lessons around these limits of attention span, memory and cognitive overload.

People Development Training and development COVID-19 #1

5 Tips to Effectively Manage Your At-Home Workforce

Daily connection with a supervisor is critical. If you let at-home agents work all day with no interaction with leadership, they can feel even more distanced and less engaged.

People People management COVID-19 #1

Connect and Engage Your Remote Staff

Tools and tips to collaborate and connect with your work-at-home team members.

People Technology COVID-19 #1

Build a Wallboard