Magnus Geverts

Contact Center Agents Want Greater Autonomy and Flexibility—It’s Time to Give It to Them

The workplace as we knew it pre-2020 is gone forever, which means the way we work needs to evolve as well. It’s no longer about free snacks or fun games at the office—many organizations have adopted remote and hybrid working models, some are testing...

Wave Goodbye to 2020: What’s in store for 2021?

The COVID-19 health crisis has reshaped the business landscape and the world of work. In contact centers, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed everything....

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