Crisis Management

Over the years I have had the unique (and sometimes eyebrow-raising) experience of serving as an expert witness in multiple legal cases involving Contact...

I think that’s what Mister Rogers might have said had he been a speaker on one of this year’s many virtual contact center events. Mister...

We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace...

For contact center businesses, unexpected changes such as unplanned downtime, massive call volume increases, facility closures or other issues can wreak havoc on a...

The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. In times like these,...

Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? I thought there was only one, really. That...

What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools...

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before....

Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside...