People

Do Agents Have The Needed Skills and Training?

Do Agents Have The Needed Skills and Training?

Customer expectations and AI are changing requirements.

by Brendan Read

The Hidden Cost of Thoughtload

OPERATIONS / PEOPLE

The Hidden Cost of Thoughtload

How it impacts your contact center.

by Dr. Liane Davey

How 9/11 Changed Contact Centers

OPERATIONS / PEOPLE

How 9/11 Changed Contact Centers

The attacks increased business continuity, connectivity, remote work, and security.

by Brendan Read

Scaling Tacit Knowledge in Contact Centers

PEOPLE / STRATEGY

Scaling Tacit Knowledge in Contact Centers

How social learning cultivates lifelong learners.

by Todd Moran

Leading Through the AI Shift

PEOPLE / STRATEGY / TECHNOLOGY

Leading Through the AI Shift

How coaches and supervisors can help agents.

by Andy Freed

Sponsored

NICE KB 2-1

Stop Deploying AI in Your Contact Center!

PEOPLE / STRATEGY / TECHNOLOGY

Stop Deploying AI in Your Contact Center!

Until you’ve read this article.

by Charlie Adams

Focus on the Basics!

OPERATIONS / PEOPLE

Focus on the Basics!

Look beyond AI at the real needs and methods.

by Brendan Read

“Groundhog Day” in the Contact Center

PEOPLE / TECHNOLOGY

“Groundhog Day” in the Contact Center

The technology changes. The lessons don’t.

by Kathryn E. Jackson

The Illusion of Competence

PEOPLE / STRATEGY / TECHNOLOGY

The Illusion of Competence

Why knowledge alone does not drive performance.

by Dina Vance

Every AI Handoff Is an Escalation

PEOPLE / TECHNOLOGY

Every AI Handoff Is an Escalation

Is your training ready?

by Mike Aoki

Making Time for Training

OPERATIONS / PEOPLE

Making Time for Training

How to justify having your agents off-hook/offline.

by Brendan Read

Moving AI Agents From Pilot to Production

PEOPLE / TECHNOLOGY

Moving AI Agents From Pilot to Production

A playbook for deploying them at scale.

by Reddy Mallidi

Average Handle Time vs. Human Time – Part 3

OPERATIONS / PEOPLE

Average Handle Time vs. Human Time – Part 3

Finding the right balance in the CX age.

by Mark Pereira

What Can Be Done to Prevent Agent Burnout?

PEOPLE / STRATEGY / TECHNOLOGY

What Can Be Done to Prevent Agent Burnout?

There are new AI-powered QM tools that can help.

by Linda Harden

How Best to Serve LATAM Customers

PEOPLE / STRATEGY

How Best to Serve LATAM Customers

Why a market-by-market strategy is essential.

by Pablo Rossel Estay

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Most Read

Beyond Spreadsheets

by Jeff Kuo

Why Screening Harder Won’t Win – Part 3

by April Cantwell

Average Handle Time vs. Human Time – Part 2

by Mark Pereira

Vive la Contact Centre Difference, Eh?

by Brendan Read

Average Handle Time vs. Human Time – Part 1

by Mark Pereira

9-1-1 at Risk

by D. Jeremy DeMar

Why Screening Harder Won’t Win – Part 2

by April Cantwell

Evolving Threats, Evolving Responses

by Brendan Read

Is WFH Really DOA?

by Brendan Read

Which Road to Take in Site Selection?

by Brendan Read

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