Collaboration

The COVID-19 pandemic that hit over three years ago disrupted most every facet of life: including how - and where - customers and employees engage with each other. For many businesses, including contact centers...

For decades, people have used the term “collaboration” to mean many things—from sharing intelligence and resources with allied nations during wars and peacekeeping missions, to gathering small teams in collab office spaces for networking...

I don’t know about you, but I love my pause button so much that I pay my cable company insane amounts of money monthly for the privilege of its use. I tried living without...

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...

When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well. Both the agent and the customer experience will be exponentially better with 360 degrees...

In our centers, vast amounts of useful content and ideas exist in the minds of our agents. Collaboration is, of course, hardly a new idea. Well-run organizations have always recognized the power of frontline...

Globalization has become a key growth driver for many organizations—and it’s a trend that will continue to increase. Research by The Hackett Group has found that companies are hoping to expand globalization of their...

Becoming a customer-centric organization typically requires a culture change that must be driven from the top. A collaborative approach that involves a close partnership with senior executives will ensure that customer-focused objectives have the...