The Crisis in Contact Center Management
Unfortunately, I had to be straightforward in this report. and the news is not good. Contact center leaders are currently facing a...
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Brian Kearney
Aug 30, 2022
The Leadership Challenge
Why Most Contact Centers are Struggling to Adapt to the Future of Work Contact Center Industry Report #4 - September 2022 5th Talent...
Ted Nardin
Sep 7, 2021
Prepared Remote Leaders Fair Better, but Why?
Upon closer inspection of data from our April 2021 Contact Center Work at Home Study, we noticed a feature we hadn’t fully realized...
Ted Nardin
Aug 18, 2021
“New Normal” is an Illusion
Let’s not be too quick to declare we are in or headed to a “new normal” for business operations when maybe we are simply experiencing the...
Ted Nardin
Aug 13, 2021
Winning the Battle for Talent
Based upon the results of our extensive 2020 surveys of agents, supervisors, and executive leaders we predicted that 2021 would bring...
Brian Kearney
Apr 9, 2021
The Work at Home Dilemma
5th Talent International has published its third work at home study since the beginning of the pandemic. This April 2021 report outlines...
Brian Kearney
Feb 20, 2021
Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges
In 2021, leaders will need to seize the opportunity to build a sustainable work-at-home model. At the beginning of the COVID-19 pandemic,...
Ted Nardin
Dec 30, 2020
What Leaders Should Know About Work-at-Home Fatigue
Have you noticed a recent drop in the number of articles and webinars about working at home? For months it seems we were inundated with...
Brian Kearney
Nov 25, 2020
Most Contact Center Employees are Experiencing Work at Home Fatigue and it is Impacting Performance
5th Talent International recently interviewed 41 contact center leaders regarding their shift to a work at home model for their employees....
Ted Nardin
Aug 25, 2020
Is your team feeling isolated or lonely while working at home? Guess what, they're not alone.
As we progress through the recent pandemic, conversations seem to be gravitating from “working at home is going wonderfully,” to “it’s...
Ted Nardin
Aug 14, 2020
Work At Home Preferences, a "Mixed" Message
Based upon results from our 5th Talent Work at Home Study (June 2020) we suggested that companies should consider adopting a “mixed” work...
Brian Kearney
Aug 6, 2020
Change Your Work-at-Home Model to Fit Your Agents’ Needs
Findings from 5th Talent’s 2020 Contact Center Industry Work-at-Home Study.
Brian Kearney
Jun 25, 2020
Employees Want a Mixed Work at Home Model and They Identify Key Challenges to Sustainability
The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of...
Ted Nardin
May 6, 2020
The Supervisor is the Key in a WAH Model
In a recent J. D. Power webinar regarding the 10 Key Strategies in the New Work At Home Service Environment, we examined the important...
Brian Kearney
Feb 20, 2020
Gen Z Brewer Finds Meaning in His Craft
We are finding stories about meaningful work even when we don't expect it. Recently Ted and I were on a trip where we met up with my...
Ted Nardin
Feb 19, 2020
"Ok, Boomer..."
And with that one short phrase, generational distinctions became real. A few years ago, those words were thrown around chat rooms and...
Brian Kearney
Nov 11, 2019
Meaningful Work is the Key to Employee and Customer Loyalty
The chronic condition of the service industry is persistent employee turnover and ongoing pressure to improve customer loyalty. The...
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