October 2015


Quality Monitoring

By Susan Hash

Is your QM program evolving to meet the needs of a fast-changing contact center environment? Industry experts offer best practices and advice for a customer-centric approach.

Agility Factor

Coaching: The Radical Next Steps

By Jay Minnucci

Treating every agent the same diminishes coaching value. Improve frontline performance with a new approach to allocating your coaching time.

Employee Engagement

Don’t Settle for Engaged Employees—Empower Them

By Janet LeBlanc

Give your staff greater purpose, motivation and support to deliver the best possible customer experience.

Inside View

HomeServe USA

By Susan Hash

A culture of engagement and customer-centric core values drives world-class service delivery.

Leading Thoughts

Agent Development and QA: Working in Tandem

By Elias Diamantopoulos

Align your agent recruiting, development and QA processes to drive customer service excellence.

Performance Matters

Principles of an Effective Reward and Recognition Program

By Malcolm Angell

Best practices for maximizing the benefits for both employees and the business.

Superior Service

Social Media Customer Care

By Jim Iyoob

Social media customer care is no longer an option in the business world. How to launch a successful program in your contact center.

Tech Line

State of the Industry: Tools in the WFO Suite

By Lori Bocklund

How does workforce optimization technology align with buyers’ and users’ expectations? An overview of today’s WFO suites and happenings in the market.

The View from the Saddle

The Endless Summer

By Paul Stockford

Innovative ideas, provocative products and nonstop industry activity dominated summer 2015.