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4 Post-Pandemic Shocks to Prepare Your Contact Center For Now
Sponsored post: The future isn’t what it used to be. As we look towards the end of lockdown, how can businesses strategize for such an uncertain future? The answer is by preparing... Read More

Article
Employer Diversity is Tied to ROI
One recent Harvard Business Review study that examined 1,700 organizations across eight countries found that in every country studied, increased diversity equaled increased innovation – and the more dimensions of diversity represented,... Read More

Article
Contact Center Workforce Management | #ICMIchat Rundown (May 19, 2020)
When it comes to contact centers, people are the first ingredient. Having the right number of agents available at any given time is tricky. This is where the practice of workforce management... Read More

Article
How to Foster Resilience for Your Workforce in Times of Crisis
In times of adversity, there will be companies that emerge stronger than they were before the crisis arrived. So, what differentiates companies that successfully weather the storm from others?] One answer may... Read More


Article
Respect the Individuality and Diversity of Your Contact Center Workforce
Throughout my career as a contact center leader, I continue to learn about the value of providing the space to respect the individual differences of each member of the workforce. Contact centers... Read More

Article
An Expanded Home-Based Contact Center Workforce Could Lead to Increased Identity Theft
The rapid transition demonstrated by the contact center industry to adapt to the COVID-19 pandemic was, quite honestly, amazing. However, our industry never gets a chance to rest. Once we solve one... Read More

Article
In Unusual Times, Replace the Usual Customer Service Phrases
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!”... Read More

Article
Tips to Overcome Some Common Obstacles of Shifting to a Remote Workforce
Recently we had the opportunity to speak with Beth Gauthier-Jenkin, Vice President, Sales and Customer Support from Gopher Sport, a company that offers high-quality physical education, sports, and strength and conditioning equipment,... Read More

Article
Offices: Who Needs Them!? Should We Ever Go Back? | #ICMIchat Rundown (May 12, 2020)
As contact centers around the world scrambled to adjust to working from home, we've done so with the intention of one day returning to our offices. However, working from home has unique... Read More

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