Current Issue

Moving Forward: What Will 2021 Bring for Contact Centers?

The lessons of 2020 are already abundant, but they are not complete. There are more lessons to learn and they may be more complicated than those we’ve dealt with to date.

Strategy Planning

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

Get the Ball Rolling… 2021 Here We Come!

The beginning of the new year offers the opportunity to invest time and energy into getting the ‘assessment ball’ rolling.

Strategy Planning

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

Seven Contact Center New Year’s Resolutions for 2021

2021 is not about ‘going back to the good old days’ (of 2019). It is about moving forward into an era of digital transformation, AI and hybrid/work-from-home teams.


Inside View: Michael Lawder, Chief Experience Officer, ASAPP

Companies end up spending a lot of energy trying to reduce costs, deflect customer interactions and retain customers without having to spend money on them.

Technology Artificial Intelligence

Three Steps to Acing AI-Human Interactions

Consumers expect immediate assistance with hyper-personalized advice regardless of how they engage with your brand.

Technology Omnichannel Assisted Service Artificial Intelligence

Invest in Your Human Capital

How do I calculate return on investment? By smiles, laughter, appreciation and camaraderie.

People Performance Management Recognition

Five Reasons You Are Probably Missing the Greatest Opportunity in Our Industry

Developing skills takes time and continuous effort and can never be obtained from attending a workshop, in-person or virtual.

People Development

8x8 and Aryaka: Bringing the World Closer, Together

Enterprises are increasingly reliant on UCaaS and CCaaS to drive efficiency and meet customer demands. They expect high-quality experiences anytime, anywhere, and on any device.

Technology Unified Communications White Papers