Wednesday, 04 August 2021 08:28

VIRTUAL OR REAL? REALITY BITES!

“This year there was more time to plan, more time to think through what a virtual conference should look like, and perhaps get creative in terms of how a virtual conference could be presented.”

Thursday, 08 July 2021 09:37

OLD AND IN THE WAY

“Before writing off retired or retiring boomers as being old and in the way, consider the benefits of hiring members of this hard-working generation, even if they only work part-time from home.”

Thursday, 03 June 2021 09:42

I WANT TO TAKE YOU HIGHER

“Replacing COVID issues at the top of the challenges was formulating strategies that propel the contact center into becoming a central component of the operations of the organization.”

Thursday, 06 May 2021 14:24

GAMES PEOPLE PLAY

“Gamification is a powerful tool in motivating workforces and breathing life into the disconnected, remote atmosphere created by WFH models.”

Friday, 09 April 2021 10:53

THE TIMES THEY ARE A-CHANGIN’

“The contact center is finally a place for investment rather than budget cuts.”

Friday, 26 March 2021 13:16

REMINISCING

“What makes this industry special are the relationships that are built to last, even through this miserable pandemic.”

“It’s time for our own superhero in the contact center industry. I nominate inefficiency as the villain in this superhero story and contact center automation as the superhero.”

Monday, 15 February 2021 08:20

Can You Say Con-Tin-Gen-Cy?

“The global pandemic caught most of the industry flat-footed and scrambling to respond quickly and appropriately.”

Thursday, 10 December 2020 12:40

The Rocket Man and a Watershed Year

“The modern contact center means a more agile approach; working anywhere while meeting service level objectives and taking care of the customer on whatever channel they prefer.”

“It is clear that the old brick-and-mortar ways will have to step aside in favor of the power of analytics.”

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