Remote Working

Throughout the month of November, our readers have been most interested in finding new ways to bolster their CXes and increase loyalty among customers, while learning how best to utilize AI to accomplish these...

When you step outside your house and hear the sounds of power mowers, tractors, tillers, and other gardening and cultivating tools chances are quite good that the equipment has been built by Stanley Black...

Our top 5 blog posts in October are comprised of a very diverse set of topics. This month, we cover everything from our personality traits to our chatbots. First, Afshan and Mike share some...

This month, our readers have strongly focused on moving forward in our new hybrid/remote work environments. Rama enlightens us on how video technologies can improve both the employee's remote work experience and the customer's...

There have been considerable conversations about the Gig Economy and gig working i.e., freelance, on-demand, over the past few years. But what is gig about for contact centers? And what is its benefits and...

The past few years have been turbulent for the customer experience (CX) industry. It all started with the COVID-19 pandemic, which forced three million U.S. contact center employees to work from home in a...

The day arrived. I crossed the stage and received my high school diploma. I was top of my class, I had some scholarships, and was ready to set out into the intrepid world to...

When the COVID-19 pandemic struck, employers scrambled to equip their employees with protective gear, install barriers, and require staff, visitors, and customers to mask up and sanitize for essential in-person tasks and interactions. Alternatively, employers...

Working from home (WFH) isn’t for everyone. It’s hard for me to say that because I’ve loved working this way and have been a champion of it for a decade now. But I realize...

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 noise. Next up, Rebecca explains how AI can aid our...

In 2020, the sudden shift to work-from-home (WFH) status for contact center employees felt chaotic and temporary. In 2021 it became a necessary, but less than optimal, way to keep businesses moving forward. But...

Ageism is arguably the oldest (in more ways than one), most pervasive, and cruelest form of stereotyping, prejudice, and discrimination. It signifies that the individual in question is no longer a contributing, hence valuable...

The modern contact center is a comprehensive customer experience (CX) hub, built to ensure customer satisfaction and help businesses thrive in a digital age. It is an omnichannel environment designed to align conversations across...

The call center industry is facing a concentration crisis, with background noise levels exacerbating stress and limiting productivity in the workplace. When IRIS Audio Technologies surveyed 500 contact center agents in the U.K. and...

This month, the top question on our readers' minds is this: Will Chatbots Replace the Need for Contact Centers? Jump into our top article and let us know your thoughts in our one-question survey!...

Agent productivity is always top of mind for contact center leaders. But particularly so when their organizations are facing economic and business challenges like inflation, demand and cost changes, and impatient high-growth-expecting investors. On...

Michele Rowan, President of Work From Home Alliance, just released her Q2 Survey on what others are doing regarding their office work locations. Learn more at Michele’s upcoming Work From Home/Hybrid conference scheduled...

AI has been front and center in our readers' minds this month. For the second month in a row, "The AI Duo Contact Centers Need" has hit our Top 5. In his article, Hardy...

Whether it’s polyester leisure suits or rotary phones, times change and preferences evolve. But one thing remains the same: contact center challenges. Modern times mean modern issues. The year 2020 saw the advent of...

Throughout the month of May, our readers have been heavily focused on the role technology plays in improving our contact centers, as well as how best to find and retain top agents. Chris discusses...