Unfortunately, I had to be straightforward in this report. and the news is not good. Contact center leaders are currently facing a...

Why Most Contact Centers are Struggling to Adapt to the Future of Work Contact Center Industry Report #4 - September 2022 5th Talent...

Upon closer inspection of data from our April 2021 Contact Center Work at Home Study, we noticed a feature we hadn’t fully realized...

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...

Based upon the results of our extensive 2020 surveys of agents, supervisors, and executive leaders we predicted that 2021 would bring...

5th Talent International has published its third work at home study since the beginning of the pandemic. This April 2021 report outlines...

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,...

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...

5th Talent International recently interviewed 41 contact center leaders regarding their shift to a work at home model for their employees....

As we progress through the recent pandemic, conversations seem to be gravitating from “working at home is going wonderfully,” to “it’s...

Based upon results from our 5th Talent Work at Home Study (June 2020) we suggested that companies should consider adopting a “mixed” work...

Findings from 5th Talent’s 2020 Contact Center Industry Work-at-Home Study.

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of...

In a recent J. D. Power webinar regarding the 10 Key Strategies in the New Work At Home Service Environment, we examined the important...

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...

And with that one short phrase, generational distinctions became real. A few years ago, those words were thrown around chat rooms and...

The chronic condition of the service industry is persistent employee turnover and ongoing pressure to improve customer loyalty. The...