Rachel Lane

As a response to staffing shortages and increasing customer demands, a new model has emerged: the hybrid contact center workforce. Here’s how (and why) it works. In 2022, businesses will continue to reshape and retool their contact centers, where their two most valued constituencies, employees and customers, intersect. They will

As a response to staffing shortages and increasing customer demands, a new model has emerged: the hybrid contact center workforce. Here’s how (and why) it works. In 2022, businesses will continue to reshape and retool their contact centers, where their two most valued constituencies, employees and customers, intersect. They will

How is the future of contact centers taking shape? Here are the 9 ways the pandemic accelerated contact center transformation. The future of the contact center is here, and it’s innovative, expert-driven, and thriving. But signs weren’t always indicating that things would be this way. In fact, before the start

How is the future of contact centers taking shape? Here are the 9 ways the pandemic accelerated contact center transformation. The future of the contact center is here, and it’s innovative, expert-driven, and thriving. But signs weren’t always indicating that things would be this way. In fact, before the start

It’s the dawn of a new era. Here are the key contact center trends driving change across organizations. When we reflect on key contact center trends at play, it’s clear that we are seeing the emergence of a decade of great challenge, but also great opportunity.  It’s been quite some

It’s the dawn of a new era. Here are the key contact center trends driving change across organizations. When we reflect on key contact center trends at play, it’s clear that we are seeing the emergence of a decade of great challenge, but also great opportunity.  It’s been quite some

As organizations start to look over the horizon from COVID-19, we realize that most businesses have just been forced through the eye of a storm. In the world of the contact center that old normal took six decades to create, we’ve seen momentous change that was forced upon us.  Before

As organizations start to look over the horizon from COVID-19, we realize that most businesses have just been forced through the eye of a storm. In the world of the contact center that old normal took six decades to create, we’ve seen momentous change that was forced upon us.  Before