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Woe Is Me… How About You?

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

I’ve Looked at Clouds from Both Sides Now

In 1969, Canadian singer/songwriter Joni Mitchell released a folkie-sounding album called Clouds. Featured on the album was a song called “Both Sides, Now” that...

Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers

We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace...

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...

Employee Engagement: 5 Lessons from a Pandemic

How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s...

Reducing Customer Service Friction

It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are...

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers

Coronavirus has accelerated the virtualization of call centers worldwide, supercharging a trend that was already underway. Well before the pandemic, Gartner was forecasting that...
Change Your Work at Home Model

Change Your Work-at-Home Model to Fit Your Agents’ Needs

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...

Seven Ways the Pandemic Affected My WFM Role

2020 has been an unbelievable year. We’ve experienced a worldwide pandemic, a huge cultural movement, universal economic collapse, home-schooling and a shortage of toilet...

Contact Center Pipeline Magazine: Inside Our December 2020 Issue

As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very...
Data Security

Secure at Home: Protecting Ourselves, Our Brand, Business and Customers

During the summer of the COVID pandemic, sudden urgency emerged to get everyone home safely. Massive amounts of on-site agents were suddenly sent home...

Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

When workforce operations are disrupted, the results can have a serious impact on your business. This is especially true if your customer service operations...

Tips for Onboarding New-Hires Remotely

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...

Coaching During Covid-19: Six Remote-Coaching Tips For Contact Centers

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

Inside View: PFS

Like so many companies, PFS’ customer care team had to make the quick shift from a fully on-premise operation to a work-from-home model during...

Agile CX 201—Practical Applications

Remember being in school? I don’t remember much either, actually. But I do remember how classes were designated. The 101 class was always the...
Leading with Empathy, November 2020 Feature

Contact Center Pipeline Magazine: Inside Our November 2020 Issue

Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and...

Building a Sustainable Strategy for Remote Agents

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...

Leadership Insights: Rising Above COVID Challenges

More than six months ago, the world changed for everyone. In most places, people were sent home to work remotely. The contact center industry...

Home, Sings Me of Sweet Things

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...
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