Remote Working

One of the constants of the human experience is coping with disasters. And as their nature changes (which is also a constant), so must...

The headlines over the past 12 months appear to give the impression that remote work/work-from-home (WFH) is dying as employers seek to gain more...

Remote agents have become the standard operating model for contact centers across North America. During the COVID-19 pandemic, remote work was the only viable...

Contact centers help guide customers on their journeys, including the twists, turns, and obstacles they face. At the same time, centers are on their...

We start off this month's most-read blog posts with an inside view of the contact center operations of BC Ferries, which provides ferry services...

Change is the norm in contact centers. There are the customer issues, and, depending on the center, customer sales opportunities. Rarely is one day...

Contact centers are facing a wide array of environmental, financial, operational, and regulatory challenges. Examples include, but are not limited to: Budget pressures. Evolving customer expectations. Staffing...

Newspapers and contact centers may seem like old-school communications. But both media, when applied correctly (apologies for the forthcoming bad pun), keeping with and...

Throughout August, our blog readers have been interested in a variety of topics important to our centers. At the top of our most-read posts...

Face it, employers. No matter how many pizza parties you throw, inspirational speeches you give, and flexible work schedules you offer, a good share...

April marks the first full month of spring. It is also the start of the hurricane and wildfire seasons: as Florida and southern California...

Bloomberg Law reported in February 2025 that CIGNA will tie executive compensation to customer experience (CX) Net Promoter Scores. Certainly, part of that will...

The technology and best practices for contact centers have rapidly changed over the years. And one of the biggest was the rapid shift of...

Working from home (WFH) came into its own five years ago last spring when the COVID-19 pandemic struck. But contact centers were using WFH...

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...

Deciding how and where to locate contact centers in today’s climate is like attempting to dock a ship in rough waters. Such conditions including...

When there are critical matters at hand - in this case ensuring the right numbers of quality contact center agents in order to retain...

It is always important to remember, as we enter the New Year, to focus on what truly counts and that is people. For contact...

For seven years, we worked with Contact Center Pipeline to conduct an annual Challenges and Priorities survey. We loved exploring the results, and our...