Remote Working

It is a common misconception that retaining valuable contact center agents is as simple as a salary increase. Sure, salary is a key driver...

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...

Too many Americans and Canadians have been, or will be at some points in their lives, impacted by heart disease and stroke either directly...

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...

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....

This month, our readers have been interested in insights and recommendations on how best to lead and coach our hybrid teams. They have also...

Our top 5 blog posts in June carry a similar theme from May with a continued focus on our people; our customers, agents, and...

In October 2021 I read that according to the Federal Trade Commission (FTC), cigarette sales were up for the first time in twenty years....

Headsets have become the universal symbol for contact centers, and contact center agents, and for good reason. For it is through these essential appliances...

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....

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...

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...

The New Year always brings hope for new beginnings. And there were the signs of that in 2021. What with the rollout of vaccines...

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...

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...

Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward...

The contact center industry has had to evolve with seismic shifts over the past year and a half. Businesses everywhere shifted en masse to...

Hybrid, remote, or fully in-person? This month, our top blog posts are all about how to move forward in the new normal. Our authors...

Despite their increasingly important role in attracting and retaining customers and revenues, contact centers continue to face high agent turnover. Yet to keep delivering...

Contact centers have long emphasized a strategy that is customer first, and for good reason. Delivering an outstanding customer experience is essential to driving...