COVID-19 / Pandemic

Unpacking the New Self-Service Paradigm

September 24, 2020May 13, 2021
Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Best Practices, Cloud Technology, Cloud-Based Systems and Applications, COVID-19 / Pandemic, Customer Experience (CX), Intelligent Virtual Agents, Interactive Voice Response (IVR), Posts, Self-Service / IVR / IVA, Strategy, Systems & Applications

How CX Is Changing in a Post-COVID World

July 31, 2020May 13, 2021
Best Practices, Best Practices, COVID-19 / Pandemic, Customer Experience (CX), Key Performance Indicators (KPIs), Management & Operations, Posts, Strategy

What technology will help contact center agents manage the move to work from home permanently?

May 26, 2020
COVID-19 / Pandemic, Q&A

In Times of Crisis, Contact Center Agents Must Practice Mindfulness

May 21, 2020April 13, 2021
COVID-19 / Pandemic, Employee Engagement / Life Cycle Management, Posts

Pandemic Proves the Flexibility of CCaaS Solutions

April 20, 2020
Best Practices, Cloud Technology, COVID-19 / Pandemic, DR/BC, Management & Operations, Posts

What’s New in the World of Contact Center WFM

April 20, 2020
COVID-19 / Pandemic, Posts, Technology & Applications, Workforce Management

How should agents handle calls when customers are sharing their concerns about the Coronavirus pandemic?

April 7, 2020
COVID-19 / Pandemic, Q&A

Managing Contact Centers Through the COVID-19 Pandemic

March 18, 2020
COVID-19 / Pandemic, Newsletters

Tips for Mitigating the Impact of Pandemics on Contact Centers

March 10, 2020
Best Practices, Business Case, COVID-19 / Pandemic, Disaster Recovery / Contingency Planning, Management & Operations, Posts