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....
Alone, together 2.0
COVID-19 drove a rapid transition to work from home. As enterprises adapt to the next.normal, many now begin to adopt hybrid work models. This ebook will teach you how to do this successfully, ensuring your employees stay productive, efficient, and engaged.
Resource Center
Why Football's Huddle Is So Important Now
Before the pandemic, my organization, like yours, had a rhythm, a cadence. We had a...
Your Team Leaders Are Crucial To Your Customer Experience
It’s your team leader who can make all the difference in turning a customer-centric strategy...
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...
Don’t Overlook Contact Center Employees Who Were Working from Home Before COVID-19 Hit
According to the IWG Global Workforce Survey, half of all employees, globally, work away from...
‘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...
Alone, together 2.0
COVID-19 drove a rapid transition to work from home. As enterprises adapt to the next.normal,...
How’s that WFH Working Out for You?
I was on a video conference call the other day. Like they always are, before...
How to Sustain Business Excellence During COVID-19
You probably feel like me. The business you’re part of is all about excellence. In...
Does COVID-19 Make Everyone a CEO?
If you’ve managed to spend even a tiny bit of time scrolling through your news...
How to Reduce Attrition In ‘The Year of the Agent’
The fifth annual survey on Contact Centers’ Biggest Challenges and Top Priorities was recently issued...