Current Issue

Upskilling the Contact Center Workforce

In the midst of the coronavirus pandemic, it is vital for contact center leaders to step back and think strategically about how to position their people, channels, technology and practices for the longer term.

People Development


Hold On, I’m Comin’: What to Do with Callers on Hold

Repeating a hold message every 20 seconds will almost certainly increase abandons. People don’t need to be reminded constantly that they are on hold.

Operations Service Delivery


On-Trend: At-Home Agents

There’s a 10-year track record of work-at-home results in the contact center environment. It’s become hard to ignore, even for those executives who personally don’t prefer or like the thought of a distributed work environment.

Operations Contingency Planning COVID-19 #1


Don't Reduce People to Numbers… or Should You?

When agents feel like they are capable of doing the work, because they have the numbers to prove it, they perform beyond expectations.

People Development


Inside View: Purchasing Power

We’re always looking for ways to make the process easier for customers, to minimize any friction and deliver a positive experience.

People Performance Management


Differentiate Your Brand Through Proactive Customer Service

While customer service is being transformed by huge advances in technology, the human component will always be just as important.

Strategy Service Delivery


Top 5 Mistakes Companies Make with Remote Work

Getting virtual new-hire training right takes 12 to 18 months.

People Workplace Environment COVID-19 #1


The InsideOut Approach: Three Ways Managers Can Improve a Contact Center Culture

Even when your agents know what to do, they still want to receive more constructive feedback.

People Development


Accomplishing Call Center Transformation with Unified Communications Softphones

Enabling human agents is a perennial challenge in the contact center industry, particularly in terms of supporting the need for remote working without compromising productivity.

Technology Unified Communications


Go Beyond Net Promoter Score to Measure Customer Experience Effectively

Too often, businesses begin and end their strategies from their own perspective.

Operations Service Delivery Reporting


AI and KM: From Knowledge Management to Knowledge Automation

An AI-infused KM system delivers “knowledge at your fingertips,” making it easy for customers to access the right information 24/7.

Technology Artificial Intelligence White Papers


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