Table of Contents, May 2021
FEATURE ARTICLE
Reinforcing Your Work-From-Home Team’s Cybersecurity Foundation
By Susan Hash
Lay the groundwork for a security-conscious remote workforce.
TECH LINE
Support Technology Without an Analyst Is Like a Car Without a Driver
By Lori Bocklund
The case for staff to use technology. The support analyst function is a mission-critical component of any technology solution.
IDIOM INSIGHTS
Future-IZE Your KPIs… and Your Frontline Experience!
By Kathleen M. Peterson
Contact centers have changed dramatically over the years. Why are frontline KPIs stuck in the past?
THE VIEW FROM THE SADDLE
Games People Play
By Paul Stockford
Gamification in the contact center industry is rapidly evolving from a nice-to-have to a must-have.
CUSTOMER EXPERIENCE
Understanding the Four Stages of Customer Engagement
By D. Daniel Ziv
Deliver a differentiated experience by meeting the customer’s most relevant needs in each relationship stage.
ANALYTICS & INSIGHTS
The Secret to Unlocking Service Excellence Is Data
By Daniel Foppen
Data sits at the foundation of myriad challenges and opportunities for standout customer experiences.
ARTIFICIAL INTELLIGENCE
Demystifying AI in the Contact Center
By Chris Bauserman
Separating AI fact from science fiction hype: A brief primer to determine which approach will help you achieve your business goals.
EMPLOYEE ENGAGEMENT
Make Diversity & Inclusion an Essential Contact Center KPI
By Jessica Hocking
Measurable D&I goals will give leaders a vested interest in supporting initiatives, and will help employees feel valued and seen.
LEADERSHIP SKILLS
Becoming an Emotionally Intelligent Leader, Part 2
By Sangeeta Bhatnagar
The interaction of intentions, focus and balanced emotions on the journey to emotional intelligence.
SERVICE AUTOMATION
Chatbots, AI and the Contact Center Worker: Finding the Right Machine and Human Balance
By Bill Messer
As more centers integrate high-tech tools to improve customer outcomes, the effects on agents can be complex. What’s working?
COACHING CORNER
Use Storytelling to Provide Impactful Learning in the Contact Center
By Mark Pereira
Stories can create an engaging and memorable lesson for trainees.
SUPERIOR SERVICE
15 Essential Habits of Amazing Contact Center Team Leaders
By Marc Carriere
Effective practices to successfully nurture, coach and lead winning teams.
SPONSOR SPOTLIGHT | Cognigy
Where Does AI Fit in Your Contact Center Strategy?
By Cognigy
AI provides many opportunities to create a seamless customer journey. Four benefits of implementing AI in your contact center.
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