WFH Hurts Contact Center Productivity – Here’s How to Fix It
Having contact center agents continue to WFH is more than reasonable. Continuing to accept less...
New eBook, “Alone, together,” explains how to manage WFH challenges
A new eBook, “Alone, together,” provides a set of best practices to manage workers working from home - both the newbies and those who’ve been at it for a while.
Resource Center
3 Lessons Learned During COVID-19 By 2 Learning & Development Pros
There’s continuous adaptation and innovation to deal with the COVID-19-related disruptions to training activities. To...
Adjusting Your L&D Plan During a Crisis: A 4-step Process
According to Training Industry research, strategic alignment is the most important process capability of great...
Finding the Silver Lining
Bill Kahn, Centrical's VP, Customer Success, Americas, sat down with four people involved in their...
Centrical Announces Integration with Microsoft Teams
Centrical, provider of a holistic employee engagement and real-time performance management platform for Fortune 500...
Don’t Forget the ‘Accidental Managers’ During a Crisis
Across the contact center industry it’s often the case that team leaders are first-time managers....
Why Football's Huddle Is So Important Now
Before the pandemic, my organization, like yours, had a rhythm, a cadence. We had a...
How to Deal with COVID-19’s Impact on Contact Centers
I’ve been involved in contact centers for nearly 25 years. Anyone who understands this business...
Setting Performance Goals During a Pandemic
Scan the front page of your favorite newspaper, analog or digital form, and chances are...
‘We’ll be good for 1 to 2 weeks...but then what?’
I was part of a conversation with six customers the other day. It was far...