Culture

If you have ever lived through a merger or acquisition (M&A), you know the feeling. Systems do not talk, processes overlap, and everyone insists...

Contact centers are uniquely vulnerable to bullying and harassment, a critical set of issues which this article will explore. The consequences are clearly seen...

Every company has a culture, whether it’s the one you design or the one you allow. But in many organizations, there are actually two...

A State of State article typically provides a look back and provides a potential glimpse into the future based on trends and events. Today,...

Congratulations Pipeline on 15 years of being a vital resource for thousands who toil tirelessly every day to meet customer expectations and to do...

The day arrived. I crossed the stage and received my high school diploma. I was top of my class, I had some scholarships, and...

One of the big myths about working remotely versus working remotely/on-premise, like in the contact center, is on corporate/company culture. That if you aren’t...

This month, our top blog posts are all about the people in our industry. Our authors share insights on everything from agent hiring and...

Since the passage of the Americans with Disabilities Act (ADA) in 1990, employers, like contact centers, (known as “covered entities” under the law), have...

I feel like I talk about the topic of diversity, equity, and inclusion (DE&I) more than I care to. Not because it’s not an...

5th Talent International has completed three contact center work-at-home studies since the beginning of the 2020 pandemic. We learned that most employees prefer the...

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like. The hybrid work model, in which agents...

COVID-19 redefined how we work together. It caused us to act differently and work better together as humans, and not just business leaders. It...

Agile thinking became the key to business survival during the COVID-19 crisis. Companies that could adapt quickly and creatively in the face of complex...

2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. A...

Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers,...

Anyone who spends time outdoors, especially on or near the water, is likely familiar with the Costa Del Mar brand. Costa sunglasses, known for...

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to...

In his excellent 2018 book, “The Culture Code,” Daniel Coyle writes extensively about the concept of “safety” in company cultures. Coyle bifurcates all company...

A lot of companies claim to put their employees first, but few actively seek the contact center staff’s input and take action on it....