As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our workforce management game. Tim shares valuable lessons learned from the pandemic and how best to move forward in the new normal. Our Vendor Roundtable dives into key trends in whether and how contact centers are going to the cloud. Brendan and Shannon discuss the future of the metaverse and Mike, along with five training experts, share insights on improving our virtual training programs.
How to be Great in Workforce Management
Not all roads to WFM Training follow the same path. Here is some information to help you understand the characteristics and the differences amongst them.
Where Contact Centers Go from Here
Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we work through the COVID-19 crisis, or will it change the way we operate in the future?
VENDOR ROUNDTABLE: Contact Center Forecast: Increased Cloudiness?
There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed to and accessed from the cloud. Or whether they are best licensed and installed on-premise.
Welcome to the Metaverse
There has been much buzz lately about the metaverse to the point where “meta-” is becoming a tag, even a company name a.k.a. Facebook. But what exactly is the metaverse? And is there a need for customer service, support, and sales through their contact centers in it?
Making Virtual Training Engaging
Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged, encourages interactivity, and effectively improves their skills?