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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.
Coaching: The Radical Next Steps
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Treating every agent the same diminishes coaching value. Improve frontline performance with a new approach to allocating your coaching time.
Don’t Settle for Engaged Employees—Empower Them
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Give your staff greater purpose, motivation and support to deliver the best possible customer experience.
By Susan Hash
A culture of engagement and customer-centric core values drives world-class service delivery.
Agent Development and QA: Working in Tandem
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Align your agent recruiting, development and QA processes to drive customer service excellence.
Principles of an Effective Reward and Recognition Program
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Best practices for maximizing the benefits for both employees and the business.
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.
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.