Ted NardinSep 7, 2021Prepared 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 NardinAug 18, 2021“New Normal” is an IllusionLet’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 NardinAug 13, 2021Winning 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 KearneyApr 9, 2021The Work at Home Dilemma5th Talent International has published its third work at home study since the beginning of the pandemic. This April 2021 report outlines...
Brian KearneyFeb 20, 2021Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home ChallengesIn 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 NardinDec 30, 2020What Leaders Should Know About Work-at-Home FatigueHave 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 KearneyNov 25, 2020Most Contact Center Employees are Experiencing Work at Home Fatigue and it is Impacting Performance5th Talent International recently interviewed 41 contact center leaders regarding their shift to a work at home model for their employees....
Ted NardinAug 25, 2020Is 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 NardinAug 14, 2020Work At Home Preferences, a "Mixed" MessageBased upon results from our 5th Talent Work at Home Study (June 2020) we suggested that companies should consider adopting a “mixed” work...
Brian KearneyAug 7, 2020Change Your Work-at-Home Model to Fit Your Agents’ NeedsFindings from 5th Talent’s 2020 Contact Center Industry Work-at-Home Study.
Brian KearneyJun 25, 2020Employees Want a Mixed Work at Home Model and They Identify Key Challenges to SustainabilityThe contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of...
Ted NardinMay 6, 2020The Supervisor is the Key in a WAH ModelIn a recent J. D. Power webinar regarding the 10 Key Strategies in the New Work At Home Service Environment, we examined the important...
Brian KearneyFeb 20, 2020Gen Z Brewer Finds Meaning in His CraftWe 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 NardinFeb 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 KearneyNov 11, 2019Meaningful Work is the Key to Employee and Customer LoyaltyThe chronic condition of the service industry is persistent employee turnover and ongoing pressure to improve customer loyalty. The...