Table of Contents, February 2024

FEATURE ARTICLE
Overcoming the Workforce Challenges
By Brendan Read; Q&A with Dr. Debra Bentson
How managers can ensure having the right people at the right times.

IDIOM INSIGHTS
Customer Experience
By Kathleen M. Peterson
Rules of Engagement

MOBILE WFM
Yes, There’s an App For Mobile WFM
By Daryl Gonos
Why mobile WFM apps can benefit contact center operations.

AI COMPETENCY CENTER
Why You Need an AI Competency Center
By Nikola Mrksic
Companies need a means to maximize AI benefits and manage challenges.

RETURN ON INVESTMENT
Improve Productivity, Improve ROI
By Shai Berger
Why employee engagement, satisfaction, and the right tools are essential.

AGENT EXPERIENCE
Orchestrating the Agent Experience
By Rob McDougall
How technology can help by augmenting it to provide a sound CX.

CASE STUDY
Lifting Agility
By Brendan Read; Q&A with Robin Gomez
How going to cloud telephony and WFM helped Radial meet business needs.

TOTAL EXPERIENCE
Unlocking Your Center’s Full Potential
By Michelle Tilton
Total experience (TX) is the key.

SALES PRODUCTIVITY
How to Increase Sales Agent Productivity
By Sean Evers
Try these five proven tactics for your team.

BPO
More Mergers Ahead For BPOs
By Peter J. Hill
Several trends continue to drive change with these companies.

CUSTOMER EXPERIENCE
Enabling Productive CX in Challenging Times
By Brendan Read; Q&A with Barry Cooper
Can AI help square customer and contact center needs?

DIGITAL TRANSFORMATION
Fix CX With Digital, Visual Technologies
By Ari Rosenstein
Companies must provide excellent CX in today’s tumultuous economy.