Why the Human Side of Remote Work Matters Most

Why the Human Side of Remote Work Matters Most

August 20, 2020 / By Kimberley Drobny / Under

Let’s face it, the workplace will forever look different.  Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had.  This is the new frontier of the workplace and with it, new challenges. When all your employees go virtual overnight, how do you keep your finger on the pulse of productivity?

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Three Must-haves for AI in the Contact Center

Three Must-haves for AI in the Contact Center

May 28, 2020 / By Kimberley Drobny / Under

AI is redefining the customer experience and organizations are investing in implementations that support deeper uses for AI and NLP to enhance customer service and reduce costs. There are three key factors to consider when planning for AI that will impact your contact center; knowing how to leverage your data, how to best understand your customer’s needs, and how to maximize them together to...

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When Dreams Become Reality

When Dreams Become Reality

March 31, 2020 / By Kimberley Drobny / Under

Remember when working from home sounded like a dream? I bet in your dream it didn’t look anything like what we are faced with today. Sharing your prized workspace with your significant other and with your children (oh listen to that clarinet!) who are now being homeschooled. The abrupt change is a lot to take in much less balance with your desire to continue to be the productive and loyal...

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Transformation is Upon Us

Transformation is Upon Us

April 01, 2019 / By Kimberley Drobny / Under

Transformation is defined as "a marked change in form, nature, or appearance; a process by which one figure, expression or function is converted into another."  Businesses are realizing that their approach to customer service and customer engagement needs to be transformed - and in some cases even overhauled - in order to come close to meeting customer expectations.

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