Remote Working

The COVID-19 pandemic introduced a new age of remote work and accelerated digital innovation in several industries – contact centers were not exempt. But even before the virus struck, there were some undeniable changes brewing...

As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck. Businesses selling to other businesses have long had a culture...

The COVID-19 pandemic stood the workplace on its head and in doing so, cleared workers’ heads as well. Offices shut down, jobs went remote, and work-life got recalibrated. Workers were freed from corporate routine...

Whether you and your team are working remotely a couple of days per week, or you (or they) are remote all day, every day, you’ve probably found that being remote has made you better...

It is a common misconception that retaining valuable contact center agents is as simple as a salary increase. Sure, salary is a key driver when agents are considering jumping to new roles, but it’s...

We kick off our top 5 blog posts this month with a top 5 favorite, "20 Empathy Statements to Show Stressed-Out Customers That You Care." Leslie published this article back in 2020, and it...

Too many Americans and Canadians have been, or will be at some points in their lives, impacted by heart disease and stroke either directly or indirectly through their loved ones. And that includes us...

The focus of conversations about customer experiences (CXs) has generally been on the consumer, namely business-to-consumer (B2C) or B2C CX. But the B2C experiences are, to a considerable extent, driven by the business-to-business (B2B)...

This past year’s holiday shopping season and ensuing post-holiday calls to customer service were among the most challenging that contact centers have ever endured. A recent Gallup poll showed that 60% of shoppers were...

This month, our readers have been interested in insights and recommendations on how best to lead and coach our hybrid teams. They have also been reading up on strategies to use AI to support...

Our top 5 blog posts in June carry a similar theme from May with a continued focus on our people; our customers, agents, and leaders. Our authors coach us on creating a culture of...

In October 2021 I read that according to the Federal Trade Commission (FTC), cigarette sales were up for the first time in twenty years. My initial thought was that this was due to Work...

Headsets have become the universal symbol for contact centers, and contact center agents, and for good reason. For it is through these essential appliances they connect with customers, supervisors, and colleagues. While text-based communications...

The COVID-19 pandemic, combined with tightening labor markets and rising customer expectations for higher quality service may be changing the face of contact centers. Gone may be the days where contact centers were almost...

It’s such an interesting time for contact centers! The pandemic forced an immediate, full-on transition to work from home (WFH) for most around the globe, and for contact centers the net results proved to...

Growing customer and senior management expectations. Shifting from in-store retail to online shopping. Working from home (WFH). The rise of digital channels. Video instead of in-person interactions. The Great Resignation. Looming labor shortages. All of...

The New Year always brings hope for new beginnings. And there were the signs of that in 2021. What with the rollout of vaccines to end the COVID-19 pandemic, and with it hopefully the...

Welcome to the seventh annual challenges and priorities survey results. Last year was “a year like no other;” we couldn’t envision the next 12 months. Well, this year brings fascinating developments as some of...

Contact center labor markets are tight. Employees are re-imagining and re-engineering their lifestyles, their perspectives, and their prospects for shaping their careers. It’s a pretty exciting time for them. In turn, many employers have...

Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward in the new normal. Specifically this month, our authors talk...