Table of Contents, August 2022

FEATURE ARTICLE
Walking the Walk: TD Bank’s New Financial Wellbeing Program
By Brendan Read
TD Bank’s new training program helps its contact center agents achieve their financial goals.

WFM TRAINING
How to be Great in Workforce Management
By Tiffany LaReau
Three approaches to training.

IDIOM INSIGHTS
Back to School…
By Kathleen M. Peterson
Time to Review the Role of Service Level.

LEADING THOUGHTS
Disruptive Disruptors Disrupting
By Paul Stockford
Leveraging artificial intelligence (AI) to solve today's customer and employee experience challenges.

LEARNING AND DEVELOPMENT
Avoiding 5 Common L&D Mistakes
By Sharon Oatway
Contact centers must watch for delivery, content, competency, reinforcement, and effectiveness.

TALENT MANAGEMENT
Transforming Talent Management at Home
By Paul Noone
Applying intelligent hiring, automated QM, and agent assist solutions for WFH agents are key.

VIRTUAL TRAINING
Making Virtual Training Engaging
By Mike Aoki
How to ensure this essential training technique is interactive and effective.

COACH'S CORNER
Call Center Training in the New Era
By Mark Pereira
Onboarding and managing agents in the new normal may mean changing training methods.

AGENT PERFORMANCE
Avoiding Agent Underhiring and Undertraining
By Brent Holland
How job misspecifications undermine worker well-being and contact center performance.

AGENT EXPERIENCE
How to Create a Brighter Future for Agents
By Tom Goodmanson
Guiding principles for leading change in the contact center.

AGENT DEVELOPMENT
Opportunities Amidst the Challenges
By Sangeeta Bhatnagar
Gamification, practice, diverse environment, and listening to agents boost training effectiveness.

VENDOR ROUNDTABLE
Managing the New Normal Workforces
By Brendan Read
Automation, new channels, WFH, and the Great Resignation are shaping workforce management.