“The goal should not be to remove humans from the equation, but [to] empower human beings who actually have a...

With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes...

I had the pleasure of attending a Forefront event in Dallas this fall. Forefront is a growing community of contact...

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand...

As technology advances, could contact center agents be replaced by robots? That’s a question some outsourcers in India and the...

Back in May, we brought together some of the best minds in Workforce Management, Operations, L&D and IT to discuss...

I was lucky enough to be part of Forefront Atlanta on May 3rd.  Forefront events bring together frontline workforce leaders...

Research shows that 85% of organizations view the customer experience provided through the contact center as a competitive differentiator. Yet...

Today’s financial services contact centers face many challenges when it comes to delivering an exceptional customer experience. In addition to...

One of the greatest opportunities for agent engagement — and yet from my observations, the least implemented — is the consistent involvement of top leadership...