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RSSRecent stories in "Covid-19 Contact Centre Guidance"

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See how one regional company is creatively promoting its WFH credentials

Video courtesy of the Cupola Group. To learn more about WFH services visit Cupola Group  

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Embracing Remote Work

The ability to work from home continues to top the list of desired benefits for employees seeking better work-life balance. Over the past five to 10 years, technology has enabled the growth of remote work across sectors and professions, and research suggests that nearly one-third of the U.S. workforce will be working remotely by 2025 […]

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Creating a Collaborative Virtual Team

The percentage of people working from home has grown exponentially in recent years. New technologies make it so much easier for remote workers to perform their tasks. Creating an environment of collaboration can improve the performance of individuals and teams who don’t work face-to-face. It can also increase worker retention and enhance a caring culture […]

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Upskilling the Contact Center Workforce

The impact of the coronavirus pandemic continues to unfold, shifting last quarter’s priorities to the back-burner. As more communities around the world go on lockdown, company leaders are focusing their resources on stabilizing the operations. Without doubt, the top priority for contact center leaders during a crisis is the human element—taking care of your agents […]

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Innovation: What’s the Right Amount for your Contact Center?

Innovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most of us have a mandate (implied or explicit) to be innovative. To deliver on that mandate, you need to understand your organization and how it treats innovation. This is particularly true in a dynamic contact […]