The New Normal in the Contact Center

Performance-driven organizational cultures embrace a change mindset in every aspect of their business. This mindset is central to growth and innovation, and how these organizations remain nimble and successful in pushing themselves outside their comfort zone in unique situations. This ability to change and grow was integral for all companies, especially in the contact center industry, when word of COVID-19 ... Read More

Key Engagement Drivers for At-Home Employee Models

In contact centers, attrition rates among frontline agents are double, sometimes triple, that of other industries. Research indicates that this high level of attrition is largely due to employees not feeling empowered in their work and having little visibility into their performance and career path. Companies are often looking for innovative ways to tap into their agents’ drivers and deliver ... Read More

Work-From-Home Agent Models: Key Considerations For A Seamless Agent Experience

Transitioning an on-campus contact center program into a work-from-home (WFH) agent model requires many key considerations. Whether in a time of crisis (such as the current global pandemic) or simply as a strategic business decision, work-from-home agent models are changing the landscape of the contact center industry. Our typical work-from-home model operates as a hub-and-spoke, with agents receiving training and ... Read More