The Presence Deficit
Most organizations that moved to distributed work solved the communication problem and assumed they had solved the workplace problem. They did not. Communication tools transmit messages. A workplace does something different and considerably harder: it makes people continuously aware of one another.
The Call Has Two Ends: Why Speed-to-Contact Needs a Floor
The Call Has Two Ends: Why Speed-to-Contact Needs a Floor.
Culture doesn’t travel through a VPN. And most teams have stopped pretending it does.
Three years ago, the conversation was still about whether remote work could work for contact centers at scale. The debate is over. Remote and hybrid models are now the operating reality for the majority of contact center organizations - not a pandemic holdover, but a permanent structural shift. The 2026 question isn’t whether agents can work from home. It’s whether working from home is quietly destroying the thing that made your floor great.