As physical office locations slowly begin to re-open, organizations are faced with managing agents in both physical and work-at-home (WAH) environments. In this on-demand webinar, J.D. Power and ...

Forbes contributors publish independent expert analyses and insights. Tess Brigham (MFT, BCC) covers mental health in the workplace. The landscape of work has dramatically shifted, and managing hybrid ...

Managing a workforce of call center agents around the world in the new hybrid working environment called for a change of approach. Agent engagement and empowerment, simplifying the coaching process, ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...