Remote Working

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...

For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global...

2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home...

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from...

Not long ago, as I walked the floor of a contact center, the voice of a customer service rep echoed toward me across mostly...

The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments...

In August of 1970, American duo the Carpenters released their second studio album, which was called Close to You. The album contained the hit...

2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state...

Woe is me” is defined as “an overdramatic, often comical way to express sadness or disappointment at an unfair situation.” Well, there you...

I wish I could say, “Hate to see you go,” but that is definitely not the case. I believe that each of us has...

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...

Coronavirus has accelerated the virtualization of call centers worldwide, supercharging a trend that was already underway. Well before the pandemic, Gartner was forecasting that...

The COVID-19 pandemic has led to a rapid and global shift of moving contact center agents and supervisors to a work-at-home model, giving rise...

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise,...

I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been...

Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often...

The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together...

My blog series co-author, Paul Stockford, and I both lobbied to lead this one off. Paul, thanks for letting me set the stage—plus I...

Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had...

In 1978, the band REO Speedwagon released its seventh studio album. Called You Can Tune a Piano, but You Can’t Tuna Fish, it was...