April 2025

Where WFH is Going

Table of Contents, April 2025

FEATURE ARTICLE
Where WFH is Going
By Brendan Read; Q&A with Tim Houlne
AI may show the way.

IDIOM INSIGHTS
The Case for Preparedness
By Kathleen M. Peterson
Expert Witness Insights for Contact Centers

RESEARCH
The Great Contact Center Standoff
By Steve Morrell
Customers Want Humans, Businesses Push Automation—Who Wins?

BUSINESS CONTINUITY
Ready for the Next Disaster?
By Brendan Read; Q&A with Advisory Board
Steps contact centers can take.

REMOTE WORK
Making Remote Work Successful
By Michele Rowan
Employee choice, development, engagement are key.

AGENT WORKFORCES
The Contact Center Talent Crisis – Part 2
By Brent Holland
And how hiring underrepresented (and diverse) workforces can help.

TEAM BUILDING
Remotely Engaging
By Tyler Hayden
How best to connect remote call center teams.

REMOTE SUPPORT
The Remote Transformation
By Georg Beyschlag
How AI-driven technologies are helping to achieve it.

CRISIS MANAGEMENT
AI to the Rescue
By John Finch
How AI can help manage disaster risks and events.

HEADSETS
The (Quiet) Secret to Agent Productivity
By Steve Erickson
How headsets help agents perform their best.

QUALITY MANAGEMENT
Managing The Quality
By Matthew Coffey
What tech outages can teach contact centers.

EMPLOYEE ENGAGEMENT
Keeping Remote Agents Passionate About Their Jobs
By Katy O’Malley
How one company successfully engages with its virtual (and global) contact center workforce.