While the U.S. is still dealing with the effects of the COVID-19 pandemic, the 2020 economic recession proved to be sharp, and the rebound, at least in the short-term, robust.…
In the last decade, increasing gender diversity has been a prominent issue for boardrooms across the globe. As companies faced increasing pressure from regulators, investors and other stakeholders to appoint…
ContactBabel's Inner Circle Guide to Omnichannel explores the challenges and opportunities of offering more contact channels while maintaining the human connection. See compelling industry statistics and feedback from current cloud…
Your agents aren't going to ask you for more automated tools, empowered and personalized coaching, and a sense of purpose—because they already expect them to be there.
As a contact center…
The average contact centre manager spends 35% of their time looking for coaching opportunities, but only around 7% of their time actually coaching. This has large-scale ramifications on the coach,…
Are your agents ready to manage voice and digital interactions in a digital-first omnichannel environment?
We asked CX coaching experts about building user-friendly contact centre onboarding and training programs to prepare…
NICE CXone's latest eBook, Knowledge Rocks! is a comprehensive guide to providing clear, accessible, and helpful content to customers, while helping agents provide better support. From the search engine to…
Virtual learning. Staffing shortages. Funding uncertainty. Multi-academy trusts (MATs) are going through a tough time and are under pressure to improve the financial health and performance of all the schools…
ADP's annual study of workers across 17 countries found a surprising transformation taking shape in the workplace. Workers like never before are rethinking what they want from their jobs and…
The light at the end of the pandemic tunnel has also illuminated some continued opportunities The tragic and challenging times we've lived through have been a catalyst for some brilliant…
Apple's newest version of its iPhone operating system requires users to opt in to allowing apps to track their activity across the web, while new functions in Safari and Mail…
Michaels has always understood the value of personalization. But as the craft retailer's reach has expanded in both the digital and brick-and-mortar worlds, its strategy has evolved. To achieve an…