Executive outlook: Revising geographic strategies for U.S. workforce management
Look at the past and present state of workers to map out the future. For more than a century, workers went where the jobs were. Geography has been a...
Resources
Browse case studies, customer service tips and other helpful resources for enterprises.
[Guest Report] What do enterprises need to know about remote agents?
CCW Digital releases a special report about remote agents There’s no denying it. Contact centers across the country are feeling the pressure to compete for talent. With undeniable evidence...
6 authentic ways to show appreciation for remarkable customer support
If you have something nice to say, say it loud. As someone who worked as a contact center agent for Liveops prior to taking on my current role of...
[Infographic] Leverage an emerging workforce for contact center talent
“The only limit to our realization of tomorrow will be our doubts of today.” – Franklin D. Roosevelt To attract top talent, you need to think like top talent....
The key to helping customers in a market that values empathy
Matching culture and language resolves customer needs faster When the trend of U.S. businesses offshoring their customer service began a couple of decades ago, the opportunity to cut costs...
How top work from home professionals stay motivated
You’re in your element. Now, keep your eye on the prize! Being your own boss, working from home and selecting your hours are all wonderful perks of being an...
6 effective ways executives can show their appreciation for customer service agents
Customer Service Appreciation Week is the perfect time to reflect on how to show gratitude all year long. Full disclosure: I am the Senior Vice President of Marketing at...
Agents make it possible to support a life-saving cause
Each day someone’s life is touched in some way by cancer. Too many of us have lost loved ones to the disease but one organization, Stand Up To Cancer...
Stop outsourcing, start outsmarting
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