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Working from home (WFH) isn’t for everyone. It’s hard for me to say that because I’ve loved working this way and have been a champion of it for a decade now. But I realize that not everyone is built the same way and for some people WFH can be … [Continue reading] about 12 Tips to WFH Success
The day arrived. I crossed the stage and received my high school diploma. I was top of my class, I had some scholarships, and was ready to set out into the intrepid world to do amazing things. At that moment I grew sad. Not because seasons were … [Continue reading] about Exploring the Future of Work
There have been considerable conversations about the Gig Economy and gig working i.e., freelance, on-demand, over the past few years. But what is gig about for contact centers? And what is its benefits and challenges? One of the models that is … [Continue reading] about Understanding GigCX
Like nearly every industry, today’s contact centers are facing a labor shortage. The Great Resignation and the impacts of the COVID-19 pandemic have changed workforce availability and shifted how workers want to experience work. With so many … [Continue reading] about Are Gig Economy Workers the Next Agents?
In 2020, the sudden shift to work-from-home (WFH) status for contact center employees felt chaotic and temporary. In 2021 it became a necessary, but less than optimal, way to keep businesses moving forward. But by the end of 2022, and in the first … [Continue reading] about Going Home for Talent
Is Work From Home the New Normal? Table of Contents, April 2023 FEATURE ARTICLEIs Work From Home the New Normal?By Brendan ReadCOVID-19 sent workers (like agents) home, but will they stay there?AUTHOR WALL OF FAMELeslie O'FlahavanBy Contact Center … [Continue reading] about Contact Center Pipeline Magazine April 2023
Post-Millennials, iGeneration, Plurals, GenZers, no matter what you call them, your business depends on them. So, you better understand who these customers are. Gen Z is a large and growing percentage of online consumers, with buying power up to $44 … [Continue reading] about How to Win the Hearts of Gen Z
Contact center wait times have tripled due to high turnover, the ease of switching jobs remotely, and lonely customers, Bloomberg reported. Even as we emerge from the COVID-19 pandemic, but watchful for new variants, contact centers are still … [Continue reading] about How to Drive Employee and Customer Happiness
Take Charge is an idiom meaning “to assume control or responsibility and dates back to the 1300’s.” (Christine Ammer, Heritage Dictionary of Idioms, Houghton Mifflin, p. 144.) Now more than ever, Contact Center leaders need to “take charge” of the … [Continue reading] about Take Charge…
Is Work From Home the New Normal? Table of Contents, April 2023 FEATURE ARTICLEIs Work From Home the New Normal?By Brendan ReadCOVID-19 sent workers (like agents) home, but will they stay there?AUTHOR WALL OF FAMELeslie O'FlahavanBy Contact Center … [Continue reading] about Contact Center Pipeline Magazine April 2023
