Magazine Archives

September 2020

Reducing Customer Service Friction

FEATURING


  • Reducing Customer Service Friction

  • Contact Center Recruiting: Tap into the Older Workforce

  • Don’t Start with Training as the Answer


August 2020

How to Apply Predictive Analytics to Post-Covid Recovery

FEATURING


  • How to Apply Predictive Analytics to Post-Covid Recovery

  • Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers

  • The Importance of Soft Skills Training Beyond the Pandemic


July 2020

Preventing Agent Burnout

FEATURING


  • Preventing Agent Burnout

  • Changes in Call Center Latitudes, Changes in AI Attitudes

  • Secure at Home: Protecting Ourselves, Our Brand, Business and Customers

June 2020

COVID-19 Impact: Recalibrating Human & AI Roles

FEATURING

  • COVID-19 Impact: Recalibrating Human & AI Roles
  • Maintaining Customer Support in a Crisis
  • Hiring Work-at-Home Agents After the Coronavirus Crisis: What's Next

May 2020

Caring for Customers During a Pandemic

FEATURING

  • Caring for Customers During a Pandemic
  • A New Era Calls for a New Level of Resiliency
  • Healthcare Contact Centers: Readiness ROI and What's Next
2Ring Amazon Connect 12
Forrester Wave
Empirix