Table of Contents, May 2019

FEATURE ARTICLE
Tips and Techniques for Coaching Success
By Susan Hash
A roundup of coaching practices to help your frontline agents grow and thrive.

TECH LINE
Collaboration Just Might Be Your Silver Bullet
By Lori Bocklund
Proper use of the tools that you may already have on hand can enhance efficiency and effectiveness for all.

IDIOM INSIGHTS
Cautious Optimism… Taking Ownership of Communication
By Kathleen M. Peterson
The fine art of interacting with other humans to solve problems is a skill that needs to be polished.

THE VIEW FROM THE SADDLE
Gonna Take a Sentimental Journey
By Paul Stockford
Sentiment analysis provides CX professionals with an automated tool to understand the intent behind customers’ spoken words and phrases.

INSIDE VIEW
An Interview with Randal Hiester, Health First
By Susan Hash
Best practices and lessons learned from a quality management veteran.

SPONSOR SPOTLIGHT | Panviva
Let’s Chat About Chatbots
By Steve Pappas
When used correctly, chatbots make the customer experience faster, easier and more engaging. Three things you can do to make bots more effective.

LEADING THOUGHTS
High Absenteeism? Consider Your Agents’ “Breaking Point”
By Mike Dershowitz
For frontline agents, the lack of economic resources often makes being absent the only option.

CUSTOMER EXPERIENCE
Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence
By Tim Whiting
Three best practices for contact centers to attain a new level of strategic value.

EMPLOYEE ENGAGEMENT
Leveraging the Voice of the Employee to Improve Engagement
By EJ Sieracki
Adopt an agile listening approach to tap into your workforce’s powerful knowledge.

PERFORMANCE MATTERS
5 Ways to Win with Gen Z Workers
By Bill Bennett
Prepare now to make the most of this up-and-coming generation.

SUPERIOR SERVICE
Enhance Your Customer Support with Video
By Sean Gordon
Video is a user-friendly tool that cuts support costs while increasing customer and employee satisfaction.

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