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Empower the workforce with a smarter approach to WEM

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 these challenges successfully is critical...


Blog Entry
Insights from a CX Expert: Anatomy of a Great Contact Center Experience

Elizabeth Magill | VP Marketing. High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business...


Blog Entry
Building the Culture of a Modern BPO in the Shadow of Zappos

Author: Yoni Epstein Date: December 18, 2020 The founder of Zappos, Tony Hsieh, passed away in tragic circumstances recently at the far-too-early age of 46 . Hsieh built Zappos into a phenomenal business that Amazon bought in 2009 for $1.2 billion, but he stayed on as CEO until his...


Blog Entry
The Importance of Adapting Onboarding and Training for Remote Workforces

People and Culture Posted October 27, 2020 Nearly one-third of all new hires quit their jobs within the first six months - a staggering statistic that costs companies millions of dollars. That makes new-hire training and orientation programs a key investment area...


Blog Entry
The Future of CX Delivery: Applying the Learnings from COVID-19

CX Best Practices Posted December 21, 2020 For the safety of workers, the COVID-19 pandemic pushed customer experience (CX) leaders to adopt work-from-home (WFH) as their new delivery model. During the transition to WFH, many brands were adopting more empathetic...


Blog Entry
5 Essential Skills for CX Leaders

By Jerry Leisure, Co-Founder & CEO, and Nate Brown, Chief Experience Officer The work of the customer experience leader is infinitely complex. We must be capable of telling compelling stories through a combination of the empirical and the theoretical, be fluent in the language of every...


Blog Entry
Get Your Contact Center Firing on All Cylinders

Contact centers today face increasing pressure to do a lot with limited resources. At Gladly, we’ve been thinking about how to help contact center leaders negotiate this tricky balance, culminating in this three-part series of posts on maximizing efficiency in your contact centers. If you...


Blog Entry
COPC Standards Committee 2019 Fall Meeting Recap

By Kyle Kennedy From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard ...