Rachel Lane

As the contact center faces the challenges of increasing workloads, these are the key strategies to maximize contact center agent training and productivity.

As the contact center faces the challenges of increasing workloads, these are the key strategies to maximize contact center agent training and productivity.

Here’s what is contributing to higher contact center turnover rates, and what employers can do about attrition.

Here’s what is contributing to higher contact center turnover rates, and what employers can do about attrition.

In a tight labor market, it’s difficult for contact centers to attract candidates. Here are the factors at play and what talent acquisition teams can do to improve the candidate experience and solve the struggle to hire.

In a tight labor market, it’s difficult for contact centers to attract candidates. Here are the factors at play and what talent acquisition teams can do to improve the candidate experience and solve the struggle to hire.

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 of the contact center. 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 the dawn of a new era of the contact center. 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. 

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