Table of Contents, July 2019

FEATURE ARTICLE
On-Demand Is In Demand
By Susan Hash
Online talent platforms are shaping the future of work. The gig work concept is appealing to contact center agents who crave more control over their schedules

TECH LINE
The Future of the Contact Center: Optimism with a Dose of Caution
By Lori Bocklund
The results from our recent survey reveal enthusiasm for employee and customer impacts, but tempered expectations for timing and the bottom line.

IDIOM INSIGHTS
Beware… Five Signals of Customer Care Burnout!
By Kathleen M. Peterson
Managing demand is vital for a healthy, thriving operation that delivers on the brand and customer experience.

AGILITY FACTOR
Revisiting Schedule Adherence
By Jay Minnucci
It’s time to build a more customized approach to schedule adherence—one that meets the needs of today’s contact center teams.

VIEW FROM THE SADDLE
CX Versus GX: When Worlds Collide
By Paul Stockford
Generational expectations for the customer experience will be a vastly disruptive force for the contact center industry.

INSIDE VIEW
Jerri Pigg-Shoemake, WPS Government Health Administrators
By Susan Hash
The winner of ICMI’s Global Contact Center Award for Best Contact Center Manager shares her thoughts on leadership.

LEADING THOUGHTS
Answering the Personnel Call: Four Ways Contact Centers Can Enhance Agent Recruitment and Retention
By Kim Wallace
Align technology with engagement strategies to gain the edge in the talent war.

INDUSTRY OUTLOOK
Four Ways to Attract and Retain Millennial Agents
By Dick Bucci
Leading WFO vendors are providing the tools to meet millennial job-seeker requirements and capitalize on their unique skill sets.

LEARNING & DEVELOPMENT
Three Ways Contact Center Staffing and Training Has Evolved
by Renee Davis
A modern approach to learning and development can help to attract and retain top talent.

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