Remote Working

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...

The key to contact center success is having a highly qualified, motivated, committed, and well-trained and coached workforce. But that is not always and...

In today’s workforce, as remote work becomes increasingly common in contact centers, we are confronted with the absence of once-familiar workplace relationships and the...

To kick us off this month, Barry details how AI can help organizations manage and navigate the complexities of today's customer interactions. Next, John updates...

Contact centers have long faced challenges in attracting and retaining staff to ensure quality (and productive) customer service. But these were made much more...

Four years ago, the COVID-19 pandemic struck with a deadly ferocity and impact that had not been experienced since the 1918 influenza outbreak at...

When contact centers seek to source their employees, once they have decided which, if any, of their agents will be outsourced, the choices have...

As the world has shed its embrace from the global COVID-19 pandemic, call and contact center leaders find themselves in a classroom of adaptability....

As the world has shed its embrace from the global COVID-19 pandemic, call and contact center leaders find themselves in a classroom of adaptability....

This month, Michelle kicks off our top 5 with a math equation to take our CX to the next level: CX + EX +...

Remote work isn’t new anymore, but we can still get better at it. We can have more productive virtual meetings. We can build personal...

Contact center professionals are, in today’s New Normal, facing multiple challenges. Chief of which is ensuring they have the right, qualified people in the...

Creating a connected team has become more important recently for workforce management (WFM) professionals. With many companies shifting away from the traditional office environment,...

Are you ready for a digital transformation in your center? If so, check out Daniel's article in this month's top 5 blog posts. He...

Throughout July, our readers have been deep-diving into WFM solutions with Brendan's 3-part Vendor Roundtable. Part 1 covers key trends and issues, including an...

Starting off our Top 5 Blog Posts in April, in honor of CCP's 15th Anniversary, Verint reflects on the evolution in customer interaction over...

I have long admired Rodney Crowell, the songwriter behind “Shame On The Moon,” a classic from 1979. Recorded by Bob Seger in 1982, this...