Diversity Equity and Inclusion

This month's top 5 has a strong focus on our people and how we can best support them. Jens guides us through updating our...

I’m starting from a few assumptions. That diversity and inclusion matter. That neurodiversity is real. And that listening is one of the most important...

As an entrepreneur in the business process outsourcing (BPO) space and someone who has spent years building mission-driven teams, I’ve seen firsthand how inclusive...

Contact centers are facing a talent crisis. Declining populations, shrinking workforce participation, and a widening skills gap aren’t just challenges; they foreshadow a looming...

Sarah, an operations director at a Phoenix-Ariz.-area healthcare contact center, used to focus on KPIs and coaching her team. Now, she stares at empty...

Jacobi heads up August's Top 5 Blog Posts with a plan for how to combat the contact center concentration crisis caused by excessive background...

Forecasting economic futures is challenging, but business success depends on it. The U.S. economy ended 2022 on a sustained strong note. Payrolls continued to...

Ageism is arguably the oldest (in more ways than one), most pervasive, and cruelest form of stereotyping, prejudice, and discrimination. It signifies that the...

There’s never been a bigger push to eliminate discriminatory hiring practices in the workplace than there is today. With good reason too. Discriminatory hiring...