Feature Article

Low-Cost Agent Incentives

By Susan Hash

Effective incentive programs don’t have to cost a lot, and the return in increased performance and employee satisfaction can be substantial. Contact center leaders share tips and advice for creating low-cost incentives that keep your frontline staff engaged and motivated.

Agility Factor

Outsourcing in Today’s Contact Center

By Jay Minnucci

Can your operation benefit from outsourcing? We’ll help you to understand the possibilities and match them to your organizational values and opportunities, which is the secret to developing an outsourcing strategy that’s right for your center.

Tech Line

Getting the Most Out of a Vendor/Distributor Relationship

By Lori Bocklund

It takes hard work and effective communication to develop a successful supplier relationship. Find out how to navigate the maze of players and variables that will impact your chance for an effective, long-term partnership.

Performance Matters

Performance Support Tools Provide Value for the Contact Center Environment

By Rebecca Gibson

Performance support tools (PSTs) can boost contact center performance by delivering information and guidance to frontline staff when and where it’s needed. Read about when it’s appropriate to use PSTs, and five key principles of design and implementation.

Inside View

Wisconsin Physicians Service

By Susan Hash

A look inside WPS’s voice of the customer initiative, and how this health insurance provider uses emotion detection, word spotting and analytics to identify customer needs, improve services and break down interdepartmental barriers.

Leading Thoughts

Customer Service in 2013 and Beyond

By Bill Durr

What customer service challenges will the next generation of digital consumers bring, and how will businesses adapt? A glimpse into the future of customer service, and five key areas that will evolve.

Forecast Focus

WFM: Life After the First Forecast

By Tiffany LaReau

It takes a lot of analysis and sweat to generate a forecast. But that’s just the beginning: A look at the ongoing tasks to ensure flexibility and greater accuracy.

Management ROI

Metrics that Matter

By Dan Rickwalder

Do your customers get the same level of service no matter when they call? A new twist on three commonly used key performance indicators will help you to stop chasing monthly goals and focus on service consistency.