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Creating a Sustainable Work-from-Home Contact Center

Creating a Sustainable Work-from-Home Contact Center

The hard part is done—the decision to transition to work from home as a staffing strategy to a work strategy—and we know it works!

Technology Unified Communications Workforce Optimization Remote Work Technology

Top 3 Trends for the Future of Contact Center Training

Top 3 Trends for the Future of Contact Center Training

Half of training professionals reported wishing their training was more hands on and engaging.

People White Papers

Looking Good: An Amateur’s Guide to Zoom Success

Looking Good: An Amateur’s Guide to Zoom Success

Video interactions are professional speaking engagements as much as they are meetings.

Strategy COVID-19 Remote Work Remote Work Operations Strategy

I Want to Take You Higher

I Want to Take You Higher

Replacing COVID issues at the top of the challenges was formulating strategies that propel the contact center into becoming a central component of the operations of the organization.

Strategy Visibility Planning

Why Training Programs Fail and How to Avoid It Happening to You

Why Training Programs Fail and How to Avoid It Happening to You

Training sessions are never the destination; they’re the start of the journey.

People Development

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Modern contact centers must be flexible and have the agility to respond and scale to match any number of challenges.

Technology Artificial Intelligence COVID-19 Remote Work Remote Work Operations Technology

How Do We Build Culture with Distributed Teams?

How Do We Build Culture with Distributed Teams?

The only role in your organization that can affect the behavioral change of your customer-facing teams are your team managers.

People Culture Remote Work Operations People Strategy Technology

How to Leverage the Power of an Older and Younger Workforce (and Why You Should)

How to Leverage the Power of an Older and Younger Workforce (and Why You Should)

Age diversity can improve organizational performance and productivity.

People Hiring

Record it All: Unlocking the Value Within Voice Data

Record it All: Unlocking the Value Within Voice Data

The cost structure of legacy call recording technology is being destroyed by the cloud and open APIs. The move from pipes to platforms is on.

Technology Artificial Intelligence

Boosting Business Prospects with the Physical Multichannel

Boosting Business Prospects with the Physical Multichannel

Rather than removing all physical presence, technology and digital software need to be integrated into in-store offerings to reduce the pain points of either channel.

Strategy Customer Experience

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