With high demand for labor across industries and an abundance of remote work options, agents have more job choices than ever before. And that makes it increasingly difficult for contact centers to hire and retain all the agents they need ; there aren’t Read more...

We all have a new normal right now—one bound to persist in some form even after we return to our regular lives. And that’s true for contact centers as well. For nearly a year, customer service organizations have dealt with unexpected, increased demands Read more...

The pandemic has shifted the world of work and elevated the importance of agility in contact centers to meet the moment – whatever that moment may be. Right now, it’s working from home (WFH) which presents significant challenges for many and addressing Read more...