Five Voices. One Story. The COO Perspective. In my career as a global executive, I’ve learned that no strategy, however brilliant,...

I spend my days talking to senior leaders who feel like they’re playing whack-a-mole with churn and sick-day spikes. One quarter they...

Employee wellness and engagement platforms really do make a difference. Rolling out new technologies and updating processes is essential...

Everything I read on LinkedIn about traditional CX programs always comes back to a single point: How do I prove the ROI of my efforts?...

As contact centers progressively adopt self-service AI capabilities to enhance operations and lower expenses, they frequently neglect a...

Businesses are turning to advanced solutions like Predictive Behavioral Analytics to gain objective insights into their workforce.

Employee engagement is a crucial determinant of organizational success. However, the traditional methods of measuring engagement, while...

It's well know that employee retention is a significant challenge in industries like contact centers, retail, and hospitality. High...

The demands on contact center employees are immense, often leading to high levels of stress and burnout. As organizations seek to...