What is employee engagement? Why is it important for a company’s success? What is employee engagement? Why is it important for a company’s success? We’ve heard a lot in recent years about the importance of employee engagement. Managers today realize…

4 digital transformations to expect in 2021 4 digital transformations to expect in 2021 Highlights Cybersecurity is a growing concern as more permanently work from anywhere 5G will enable high-quality video conferencing from virtually anywhere Businesses continue to forgo on-premises…

How agents and supervisors can adjust to the post-COVID-19 ‘new normal’ How agents and supervisors can adjust to the post-COVID-19 ‘new normal’ Before the pandemic, most agents had their own routine. By day, they would work in a brick-and-mortar contact…

How to embark upon the digital expansion of your support team How to embark upon the digital expansion of your support team Thriving in today’s economy requires talking to customers wherever they are. Delivering support via phone might have been…

Are office workers the next digital nomads? Are office workers the next digital nomads? With office workers everywhere working from home, some wonder if they could reshape their lives and become “digital nomads,” or location-independent workers who use telecommunication technology…

4 essential checklists for real estate agents hosting virtual open houses 4 essential checklists for real estate agents hosting virtual open houses Believe it or not—there were hundreds and thousands of homes being sold across the United States in 2020,1…

Contact center supervisors taking on new responsibilities Contact center supervisors taking on new responsibilities The COVID-19 pandemic has forced companies to make previously unthinkable decisions. T-Mobile, for instance, had to send home thousands of its support agents. Individual contract centers…

Collaboration & (over) communication at your remote call center Collaboration & (over) communication at your remote call center Long gone are the days when working at a support desk meant dealing with repetitive but simple tasks. Today’s customer queries are…

7 tips for building a crisis communication plan for your business 7 tips for building a crisis communication plan for your business Problems are inevitable in business, and, unfortunately, that includes really big problems.  No matter how robustly you’ve built…