March 2017

Feature

Elements of a High-Performing Culture

By Susan Hash

New insights on how to create an environment that inspires great work.

Agent Disengagement

Examining the Myths and Costs of Agent Disengagement, Part 2

By John Goodman

What really causes agent disengagement? How can centers keep agents engaged for better ROI?

Agility Factor

Differentiator Series, Part 2: Valuing the Agent

By Jay Minnucci

The best organizations send a clear message that agents are a valued asset.

Healthcare Corner

The Value of Healthcare Contact Centers: What Executives Need to Know

By Kathleen Peterson

A primer designed to offer executives tactical understanding of the healthcare contact center.

Inside View

MONI Smart Security

By Susan Hash

Transforming the customer experience through measurement, action and employee engagement.

Learning & Development

Training Vs. Coaching: Which Is Better?

By Benjamin Gertz

Training and coaching are two different approaches, but people often use the words—and the tactics—interchangeably. 4 tips to choosing the right strategy for your agents.

Performance Matters

Create a Sales Incentive Program in 3 Easy Steps

By Mike Aoki

Ideas to motivate the right behaviors to help your agents hit customer-focused sales goals.

Special Report

The 5 Pillars of Customer Centricity

By Janet LeBlanc

Highlights from the 2016 North American Study on Customer Centricity.

Tech Line

The Customer Journey in the Land of the Smartphone

By Lori Bocklund

The smartphone is becoming the ubiquitous and predominant tool for both self-service and assisted service. Join us on a compelling adventure that every contact center should plan for right now.

The View from the Saddle

Let the Games Begin!

By Paul Stockford

Gamification is a solution whose time has come in the contact center.