Contact Center Pipeline

Industry Research

Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges

Strategy
Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges
by: Ted Nardin & Brian Kearney
In 2021, leaders will need to seize the opportunity to build a sustainable work-at-home model.

The NACC—The Uncommon Organization for an Uncommon Industry

Industry Research
The NACC—The Uncommon Organization for an Uncommon Industry
by: Paul Stockford
What is the National Association of Call Centers? A brief overview of the not-for-profit’s history and purpose.

Agile CX 201—Practical Applications

Strategy
Agile CX 201—Practical Applications
by: Paul Stockford
More contact centers are primed to graduate to analytics and AI solutions.

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

Strategy
Change Your Work-at-Home Model to Fit Your Agents’ Needs
by: Ted Nardin & Brian Kearney
Findings from 5th Talent’s 2020 Contact Center Industry Work-at-Home Study.

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