Covid-19 Contact Centre Guidance

Working on Workforce Issues

It is a good news/troubling news story for contact centers. How they and their supplier partners plan and respond will…

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COVID-Era Phone Fraud Demands Omnichannel Response

The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems…

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COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents

COVID-19 brought numerous unexpected changes to consumer behavior that, ultimately, have had a ripple effect throughout every organization. Millions of…

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Unexpected Lessons from the 2020 Contact Center

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the…

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Top Seven Call Center Software Requirements for the “Now Normal”

2020 was already showing signs of being a transformative year for the call center industry—with growing interest in “all things…

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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.…

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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…

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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…

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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…

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