Table of Contents, December 2023

FEATURE ARTICLE
Staffing in the Age of Angst
By Brendan Read
How to attract and retain high quality agents in this challenging era.

IDIOM INSIGHTS
Staying on the Same Wavelength
By Kathleen M. Peterson
The power of operational perspective.

EMPLOYEE ENGAGEMENT
Behind An Excellent CX is a Happy Contact Center
By Michelle Randall
How empathy, engagement, coaching, and technology can put grins all around.

EMPLOYEE EXPERIENCE
Find Success by Enhancing Employee Experience
By Shiela Mie Legaspi
Happy employees help to make happy customers.

AGENT RETENTION
How Best to Invest in Agent Retention
By Gregg Antenen
From better training to stay interviews you can retain (and attract) quality staff.

AGENT ATTRITION
The Retention Connection
By Sharon Oatway
How to turn around contact center agent attrition.

COACH’S CORNER
Tapping Into Staffing Alternatives
By Mark Pereira
How these options can help meet increased customer expectations.

TALENT MANAGEMENT
Managing Talent in the Age of AI
By Tricia Manning
How best to recruit (and retain) the next-gen contact center staff.

BPO
The Seven Habits of Highly Effective Outsourcing Providers
By Preeti Raina
How these practices can help organizations benefit from BPO services.

COMMUNICATIONS SERVICE PROVIDERS
Attention CSPs: Consumers Need Help!
By Tiffany Kaminsky
New report calls for CSPs to alleviate late payers’ stress.

WORKING WITH MACHINES
Is There a Role For People?
By Dan Smitley
The future is to focus on what makes us human.

CUSTOMER RETENTION
How Exceptional Service Drives Business Success
By Rod Brownridge
People, audience knowledge, value, and satisfaction are the gears.

LEGISLATION AND REGULATIONS
Spain’s Groundbreaking Customer Service Law
By Per Ottosson
Is it the future of CX?

VENDOR ROUNDTABLE
How Contact Centers Can Have Available Quality Agents - Part 2
By Brendan Read
Multiple forces are constraining contact center workforces.