Rachel Lane

SOLUTION PRINCIPAL, CONTACT CENTER

For over a decade, Rachel has worked on large-scale, omnichannel CX programs across major banks, telcos, and financial services. Now specializing in the field of contact centers, she advises on the best approach to harness customer and agent engagement to drive efficiency, maximize sales opportunity, and manage agent development and attrition with a flexible workforce.

August 22, 2022

Contact Center

The 2022 Contact Center Trifecta of Pain: Increasing Workloads (Part 3)

As the contact center faces the challenges of increasing workloads, these are the key strategies…

August 15, 2022

Contact Center

The 2022 Contact Center Trifecta of Pain: Rising Attrition Rates (Part 2)

Here’s what is contributing to higher contact center turnover rates, and what employers can do…

August 8, 2022

Contact Center

The 2022 Contact Center Trifecta of Pain: The Struggle to Hire (Part 1)

In a tight labor market, it’s difficult for contact centers to attract candidates. Here are…

January 6, 2022

Contact Center

Create an Effective Hybrid Contact Center Workforce by Connecting Customer & Employee Experience

As a response to staffing shortages and increasing customer demands, a new model has emerged:…

December 9, 2021

Contact Center

The Future of Contact Centers is Here

How is the future of contact centers taking shape? Here are the 9 ways the…