Contact Center Pipeline

WFH for B2B?

WFH for B2B? Not a few business-serving contact centers have also moved home, but will they stay there?

Executive Interview with LiveVox Founder & CEO Louis Summe

Executive Interview with LiveVox Founder & CEO Louis Summe A Sponsored Article by LiveVox

The New Normal: Navigating Change, Disruption

The New Normal: Navigating Change, Disruption Contact centers face an array of developing issues that fortunately there are strategies and tools that can help.

Why Your Customer Service S***S: And Solutions

Why Your Customer Service S***S: And Solutions Customers are rightfully demanding excellent service. Here’s how to deliver it.

Automation: The Contact Center’s Grocer

Automation: The Contact Center’s Grocer Automation is a technology we tend to take for granted, but COVID-19 has put a stark spotlight on AI-enabled virtual agents.

Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next

Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next In the race to restaff, leverage technology to shorten the hiring period without sacrificing quality of hire.

Maintaining Customer Support in a Crisis

Maintaining Customer Support in a Crisis Best practices for call center operations in turbulent times.

Building a Sustainable Strategy for Remote Agents

Building a Sustainable Strategy for Remote Agents The COVID-19 crisis has forced contact center leaders to rethink long-term remote agent strategies.

Healthcare Contact Centers: Readiness ROI and What’s Next

Healthcare Contact Centers: Readiness ROI and What’s Next Don’t ignore the lessons learned from COVID-19. Give readiness and state-of-the-art investment a place in ROI calculations.

The COVID-19 Crisis: Do We Put Our Energy into People, Process or Technology?

The COVID-19 Crisis: Do We Put Our Energy into People, Process or Technology? How to support your team—and yourself—in the current demanding environment.

Working From Home — A Growing Necessity

Working From Home — A Growing Necessity What was once viewed as a privilege is now an essential contact center model. Competencies and practical tips for success.

The Top 5 Mistakes Companies Make with Remote Work

The Top 5 Mistakes Companies Make with Remote Work

On-Trend: At-Home Agents

On-Trend: At-Home Agents Work-at-home represents one of the strongest trends in the contact center industry over the past decade. What’s driving it? A Q&A with Michele Rowan.

Top 5 Mistakes Companies Make with Remote Work

Top 5 Mistakes Companies Make with Remote Work The trends and key learnings that companies have experienced in recent months.

Creating a Collaborative Virtual Team

Creating a Collaborative Virtual Team Distance should not be a deterrent to getting the job done. Developing a high-performing virtual team begins with a caring culture, clear communication and common goals.

Most Read

Research

What Do U.S. Customers Really Want From a Contact Center Interaction?

What Do U.S. Customers Really Want From a Contact Center Interaction?

Artificial Intelligence

Executive Interview with Cognigy's Alan Ranger

Executive Interview with Cognigy's Alan Ranger

Planning

Blueprint for a Contact Center Annual Report

Blueprint for a Contact Center Annual Report

Operations

Gazing at the Staffing Crystal Ball

Gazing at the Staffing Crystal Ball

Turnover

Beyond the Paycheck

Beyond the Paycheck

Trends Forrester Budget Planning Guide

Upland 20231115

Cloud Racers

Five9 20240826

Mpower

Verint CX Automation

Customer Effort Index