Feature Article

Contact Center Compensation Trends

By Susan Hash

Short-term survival tactics are giving way to long-term growth strategies as organizations shift their focus from cost-containment to value and revenue generation. A look at the impact that more customer-centric priorities will have on contact center roles and pay.

Agility Factor

Sales as a Service

By Jay Minnucci

An effective cross-sell/upsell program requires a fundamental shift from reactive to proactive service. Learn about the critical success factors that will make it work in your contact center, as well as important do’s and don’ts to keep in mind when creating your strategy.

Tech Line

Sales: Technology Is the Great Enabler

By Lori Bocklund

While a well-thought-out strategy is essential for developing a service-oriented sales program, technology plays a key role in its success. A review of the tools that support every step of the service-sales initiative.

Performance Matters

The Power of Accelerated Learning

By Rebecca Gibson

Contact centers can boost agent training effectiveness by actively involving them in the learning experience. A look at the four phases of accelerated learning, and guidelines for embracing this highly effective approach.

Inside View

Language Services Associates

By Susan Hash

President Obama has declared the H1N1 outbreak a national emergency — is your center prepared for the potential impact should a large percentage of your staff become infected? Learn how this language service provider rolled out a comprehensive plan to protect its staff and ensure continuous service for its customers.

Leading Thoughts

Achieving Outsourcing Success

By Tim Montgomery and Floyd Turner

Effective outsourcing begins with in-depth internal analysis. A look at five tactics for creating a true partnership with your provider.

Forecast Focus

Special Holiday Forecasting Factors

By Tiffany LaReau

The end of the year is a hectic time for workforce managers who have to juggle holiday hours and employees’ accrued paid time off. We present our holiday survival guide: Six tips for handling end-of-the-year forecasting and scheduling exceptions.

Superior Service

Agents Get No Respect

By Linda Salisbury

Dealing with unrealistic expectations from the C-level suite? Don’t dump your frustrations onto your agents. One call center manager’s tongue-in-cheek look at the biggest cause of frontline disengagement.

Leadership Q&A

Civility in the Workplace

Civility is declining across the board in our society. What impact is it having in our communities and in the workplace? A Q&A with Cassandra Dahnke, co-founder of the Institute for Civility in Government, and author of Reclaiming Civility in the Public Square: 10 Rules that Work.