Our very own Christa Heibel was recently featured on the Contact Center Expert show, hosted by Nancy Munro at Verbal Transactions. This is the show’s last podcast of 2020 and it’s a good one! Listen in as the two talk about how COVID-19 has turned the contact center industry upside down and forced a shift to a remote workforce. They discuss challenges that contact centers have faced in responding to COVID-19 restrictions and what that means for 2021.
Call Center Operations
Executive Brief: Designing CX That Holds Up Under Pressure
Customer experience rarely collapses during steady-state operations. It breaks under pressure. Volume spikes, staffing volatility, acquisition activity, and rising expectations expose structural weaknesses inside many
March 30, 2026
