January 2018


Embracing Remote Work

By Susan Hash

Smarter tools and focus on meaningful communication are driving work-at-home program success.

Industry Outlook

What to Expect for Contact Centers in 2018

By Chris Bauserman

Success will be achieved by developing new ways to engage customers and meet ever-growing expectations.

Inside View

FCCI Insurance Group

By Susan Hash

What makes a great place to work? A culture of caring, community and collaboration.,

Leading Thoughts

Coming Soon to a Contact Center Near You!

By Merijn te Booij

Four trends that will impact how your center engages with customers in 2018 and beyond.

Performance Matters

What Parenting and Leadership Have in Common

By Mark Brody

Important lessons learned as a parent translate well to the leadership role.

Special Report

Contact Center Challenges & Priorities for 2018

By Lori Bocklund

The survey results are out! Let 2018 be the year to raise the contact center profile!

Sponsor Spotlight

Welcome to 2018! A Groundswell Is Rising. Are You Ready?

By Roger Lee

Now is the time to re-evaluate your current workforce engagement management strategy and take a hard look at the cloud.

Sponsor Spotlight

Contact Center Nation

By Valerie McSorley

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate.

Tech Line

SIP in the Contact Center

By Lori Bocklund and Ken Barton

Understanding SIP and its role—where it fits and how to get it right.

The View from the Saddle

Contact Center 2018: A Fireside Chat

By Paul Stockford

What does the new year hold for contact centers? A Q&A with Verint’s Ryan Hollenbeck.