December 2022

Winning Customer and Employee Support

Table of Contents, December 2022

FEATURE ARTICLE
Winning Customer and Employee Support
By Brendan Read
Here’s how Virgin Pulse won four top CCW awards.

SPONSOR SPOTLIGHT – Zenarate
Upskilling Contact Center Agents with Simulation Training
By Brian Tuite

IDIOM INSIGHTS
The Future is Now … Agents in “High Demand”
By Kathleen M. Peterson
Insights for Combating Agent Retention

SPONSOR WALL OF FAME
2Ring
By Contact Center Pipeline
In recognition and appreciation to 2Ring, our December 2022 Wall of Fame Sponsor.

EMPLOYEE RETENTION
Why Employees Leave (and How to Retain Them)
By Simon Dealy
How people management software can help lower employee attrition.

INSIDE VIEW
Staffing in the New Normal
By Brendan Read
Customer needs, current and future labor shortages, and WFH demand savvier recruiting strategies.

HIRING
Reinventing Hiring for Speed
By Ravin Shah
Your contact center operations depend on it.

OUTSOURCING
Mitigating the New Norm
By Cory Gallagher
How BPOs can also help small-midmarket contact centers.

AGENT EXPERIENCE
The Agent Experience Imperative
By Chris Tranquill
How automation can keep both agents and customers loyal.

ATTRITION
The Hard, Hidden Costs of Attrition
By Brent Holland and Mark Alpern
Why retaining contact center staff must be your bottom-line top priority.

COACH’S CORNER
Challenging Circumstances, New Approaches
By Mark Pereira
Listening, focus on retention, new training methods, engagement key.

STRATEGY
Working with a BPO in a Digital World
By Paul Jarman
Effective use of WFM by BPO partners can ensure excellent productivity.

CONTACT BLENDING
To Blend or Not to Blend?
By Brendan Read
Can blending be an effective CX and productivity tool?

STAFFING
The Hiring Game Has Changed
By Vickie Schutze
Strategies for solving staffing issues.