Table of Contents, March 2023

FEATURE ARTICLE
Looking Beyond the Wrinkles
By Brendan Read
Why contact centers must retain and hire aging workers.

IDIOM INSIGHTS
The Best Defense is a Good Offense
By Kathleen M. Peterson
Use Game Day strategies to evaluate your Contact Center.

HUMAN RESOURCES
The Benefits of Prioritizing Employee Needs
By Lisa Webb Sharpe
Making the contact center the perfect place for DEI initiatives.

CUSTOMER TRUST
Turning the Tide with Trust
By Fara Haron
Mistakes happen, so establishing trust is critical to CX.

INSOURCING
Comparing Contact Center Insourcing Strategies
By Douglas Thompson
How it may be better to hire new employees than rebadging BPO staff.

DIVERSITY, EQUITY, AND INCLUSION
Unlock the Power of Inclusion and Equity
By Mark Pereira
How DEI can free your center's true potential.

TALENT
ow to Create a Lasting Human Experience
By Chris McGugan
Hint: Open your mind to access talent.

PERSONALIZATION
Breaking the Cookie Habit
By Simonetta Turek
Cookie-based customer data collection is crumbling, but are companies ready?

CUSTOMER SERVICE
The Misunderstanding of Tone
By Trey Briggs
How this issue has pointed call centers in the wrong direction.

HIRING
Is Your Diversity Being Held Hostage?
By Ravin Shah
How relying on resumes can shackle your DEI efforts.

STAFFING
How AI Can Combat Staffing Challenges
By Rebecca Jones
These tools can also improve the CX and employee efficiency.

AUDIO
Hearing the Need for Audio Quality
By Jacobi Anstruther
Is audio the missing piece in the call center concentrations crisis?