Top 5 Posts in August
Our top 5 blog posts in August are very representative of the current environment we continue to find ourselves in. Our Pipeline readers are confronting the challenges remote work can bring. Candace talks of...
The Times They Are a-Changin’
The Times They Are a-Changin’” is a song written by Minnesota’s own Robert Allen Zimmerman, and was released in 1964 as the title track on an album by the same name. Robert Zimmerman is,...
The Sustainable Work-From-Home Contact Center: Provide Agents with Real-Time Guidance and Support
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
The Sustainable Work-From-Home Contact Center: Reduce Training and Onboarding Time with Visual Contact Scenarios
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
The Sustainable Work-From-Home Contact Center: Engage Agents with Online Learning & Development
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
The Sustainable Work-From-Home Contact Center: Easy Access to Connect, Collaborate and Share Knowledge
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
The Sustainable Work-From-Home Contact Center: AI-Powered Virtual Assistants Lighten the Workload for Agents
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
The Sustainable Work-From-Home Contact Center: Video Interviewing Provides a Scalable Hiring Solution
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
The Sustainable Work-From-Home Contact Center: WFO Streamlines Remote and Hybrid Operations
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
The Sustainable Work-From-Home Contact Center: Engage Agents with Online Learning & Development
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
The Sustainable Work-From-Home Contact Center: Ensure a Better and More Secure Caller Experience with...
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
The Sustainable Work-From-Home Contact Center: Deliver Contextual Knowledge and Conversational Guidance
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
The Sustainable Work-From-Home Contact Center: Unify Human and Digital Communication and Collaboration Tools
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
The Sustainable Work-From-Home Contact Center: Give Supervisors Simplified Insights and Easy Access to QM...
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
Creating a Sustainable Work-From-Home Contact Center
The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact centers and employees alike. Understandably, there were some early stumbles among companies that had no previous remote-work model...
Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges
At the beginning of the COVID-19 pandemic, the work-at-home model was hyped as the best approach for the contact center industry. Our research results from early in the process of quarantine indicated that when...
Moving Contact Center Agents Home for the Long-Term
2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home and manage a contact center operation remotely. If you are...
Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces
Not long ago, as I walked the floor of a contact center, the voice of a customer service rep echoed toward me across mostly vacant cubicles.
As his call ended, I approached. Noting...
Avoiding Work-at-Home Virtual Shock
The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments moved into high gear, and as executives learned that employees...
How to Make Work Work Again
It’s mind-numbing how much is being written about COVID-19. Too much to absorb, much less process. Yet amid the lockdowns, layoffs and reopenings, we’re forced to figure out what could actually work—aside from pontifications...