It feels as though 2024 was a year that highlighted the need for a new era of communications. To cite just a few examples, Russia intercepted German military discussions about providing Taurus missiles to Ukraine through a security lapse during a WebEx video conference call. A weakness exploited through a lack of interoperability between systems, and reliance on the unencrypted phone network to bridge the gap.

Organizations widely agree that innovation is urgent and important. But here’s what’s less clear: how to consistently fuel and foster that innovation. Through our research, we’ve identified four main building blocks for cultures of innovation, and there are clear strategies that separate organizations that experience repeatable success versus ones where innovation is less frequent. We’ve already explored how purpose fuels innovation.

Discover strategic workforce planning solutions, tools, and strategies to align your team with organizational goals, prevent burnout, and prepare for future challenges.

As 2024 comes to a close, it’s the perfect time to reflect on the major milestones achieved this year and highlight the innovations we’re looking forward to in 2025. Advancements in Artificial Intelligence (AI) particularly have impacted customer support industry-wide this year, sparking creativity and enhancing efficiency. Our product is growing alongside these advancements. With the leadership of our new CEO, Grant Stanis, we continued to innovate and develop new products this year.

People say time is a valuable commodity in business, but how about managing time? That’s where it can get complicated. Getting off track and devising wrong schedules, overworking a particular team, or having resources remain idle is straightforward. Meet AI-time tracking—the precise solution that helps eradicate the art of estimating resources.

Imagine this: you’re responsible for keeping your organization’s systems and software up to date, secure, and running smoothly. It’s no small task. The process of keeping track of security updates, managing patches for hardware and software, and ensuring patch compliance can feel like an endless cycle of frustration.

Frustrated by disjointed QA and WFM systems? Insightful’s software monitoring combines these tools into one seamless solution, giving your call center real-time data to optimize performance, reduce burnout, and create a better customer experience. Learn how to make the shift.

Workflows are a structured series of steps that take you from the beginning to the end of a process. Workflows show stakeholders what tasks are complete, when they get done, and who is responsible for them—increasing visibility and efficiency across teams. Learn the many benefits of workflows and how to start using them in your work today. The term workflow is ambiguous. For some, a workflow is a process—for others, it’s a way to organize information.