Table of Contents, January 2019
FEATURE ARTICLE
How to Be a Supervisor in the Modern Contact Center
By Susan Hash
What are the traits and skills that supervisors need to be successful in today’s empowered, personalized, engagement-oriented work environment?
TECH LINE
Contact Center Challenges & Priorities for 2019
By Lori Bocklund
Findings from our recent Contact Center Challenges & Priorities survey reveal noticeable movement in current management challenges and the priorities contact centers plan to pursue this year. The only thing certain is change.
IDIOM INSIGHTS
Are You Sure Your Contact Center Is on Solid Ground?
By Kathleen M. Peterson
Recognizing solid ground can be tricky. Uncertainty must be your constant management companion when assessing your foundation.
INSIDE VIEW
Gopher Sport
By Susan Hash
Supportive leadership and individualized attention to agents strengthen training and development.
THE VIEW FROM THE SADDLE
Contact Center 2019: There’s an App for That
By Paul Stockford
The industry is embracing changes that will make it more appealing to the App Store generation.
CUSTOMER EXPERIENCE
What Is Your Customer-Centric DNA?
By Janet LeBlanc
Over the past six years, there has been a shift in the number of organizations that have embraced customer experience management as a core operating model. Key findings from the 2018 North American Study on Customer Centricity.
LEADING THOUGHTS
Absenteeism Is a Pain
By Eric Berg
Seven common causes of absenteeism and what you can do to build a culture of attendance.
SUPERIOR SERVICE
Handling Irate Customers in the Financial Services Industry
By Mike Aoki
The combination of money and complexity in financial services transactions often results in more intense customer service interactions. Eight tips to help your agents handle irate customers.
SPONSOR SPOTLIGHT | Resolver
Building Customer Trust: 3 Tips That Will Make a Big Difference
By Sarah Kennedy
Optimize the customer experience by understanding and learning from customers’ complaints.
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