The Presence Deficit
White Paper, Contact Center Innovation, NexGen Virtual Workplace, Contact Center Technology, Virtual Workplace Technology Stephie Rockwell White Paper, Contact Center Innovation, NexGen Virtual Workplace, Contact Center Technology, Virtual Workplace Technology Stephie Rockwell

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.  

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The Call Has Two Ends: Why Speed-to-Contact Needs a Floor
Contact Center Operations, Remote & Hybrid Work, Contact Center Technology, BPO & Outsourcing, AI & Automation, Customer Experience (CX), Sales & Lead Conversion Stephie Rockwell Contact Center Operations, Remote & Hybrid Work, Contact Center Technology, BPO & Outsourcing, AI & Automation, Customer Experience (CX), Sales & Lead Conversion Stephie Rockwell

The Call Has Two Ends: Why Speed-to-Contact Needs a Floor

The Call Has Two Ends: Why Speed-to-Contact Needs a Floor.

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4 Leadership Takeaways from Shaquille O’Neal at CCW Las Vegas 2026
Leadership & Management, Contact Center Insights, Remote Workforce, Virtual Workplace, Future of Work, Customer Experience (CX), Workplace Culture, Hybrid Workplace Strategies Stephie Rockwell Leadership & Management, Contact Center Insights, Remote Workforce, Virtual Workplace, Future of Work, Customer Experience (CX), Workplace Culture, Hybrid Workplace Strategies Stephie Rockwell

4 Leadership Takeaways from Shaquille O’Neal at CCW Las Vegas 2026

That Every Contact Center Leader Should Apply Right Now

CCW Las Vegas 2026 had no shortage of strong, inspiring sessions. But the conversation that generated the most hallway discussion was the one with Shaquille O’Neal.

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