Blog

You’ve likely heard much about the “Great Resignation” (or “Great Reshuffling”) lately. Essentially, employees are reassessing the impact of their jobs on work/life balance, mental health, and overall life goal fulfillment. No industry has been spared from this phenomenon, especially the contact center industry. In fact, a Gallup analysis early in 2021 found that nearly [...]

In our last two blogs, we introduced the concept of simplifying the contact center and outlined the major barriers to success. Along the way, we shared several simplification strategies including how to step-up staff engagement programs and refresh leadership skills. In this final blog in the series, we discuss how to turn theory into practice. [...]

Nearly gone are the days of compliance being an afterthought in the contact center. Organizations are looking to the contact center as a catalyst for the greatest opportunity for change and improvement, and many are looking to start with some of the perceived greatest of obstacles. Historically, one of the many challenges to contact centers’ [...]

In our last blog, we introduced the importance of adding simplicity to the contact center. We revealed how the trend towards flexible workforces can impact agent satisfaction, recruitment and retention as people threaten to quit their jobs rather than return to the office. With employee engagement as a top priority, we shared proven strategies to [...]

Just when we thought the new world of remote and hybrid work might make life easier, it has actually produced new complexities.  While frontline staff are united in their desire to meet rising customer expectations, they are also now divided by where they want to work.  This places immense pressure on managers by adding an […]

Brands in 2021 compete on experiences, how well we deliver on our brand promise to customers. As a marketer, I wholeheartedly believe the companies that win understand their buyers best, enabling them to adapt that customer experience accordingly. That’s why I was thrilled to partner with Calabrio on a recent live webinar along with Mary [...]

Rogue thinking is all about how businesses and executive leaders can challenge the status quo—rationally. It’s about thinking outside of the box while not making any reckless, uneducated decisions. It involves changing your mindset. For example, while traditional thinkers might be more profit-focused, rogue thinkers are customer-focused. Rogue thinking in the business world involves breaking […]

We’ve certainly learned much about customer and employee expectations in APAC during the past year. Massive shifts to remote work, combined with greater preferences for instantaneous response, have led APAC contact centres to accelerate their digital transformations. The process was arguably already happening—the pandemic just boosted it. I had been involved in a lot of […]