Table of Contents, September 2021

FEATURE ARTICLE
Customer-Centric Self-Service
By Susan Hash
A roundup of practical pointers and wisdom from our contributors.

SPONSOR SPOTLIGHT
AI-Enabled Agent Assessment: Now It’s a Reality
By Enghouse Interactive
There is a huge gap in how agents are evaluated. AI-enabled analysis puts all agents on a level playing field.

SPONSOR SPOTLIGHT
This 1¢ Piece of Paper Is Costing Your Contact Center Millions
By Gregg Antenen
Are your agents filling in the gaps in your process with sticky notes?

IDIOM INSIGHTS
The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency
By Kathleen M. Peterson
Look at the bigger picture and proactively engage on all levels… Institutional, Organizational and Operational.

THE VIEW FROM THE SADDLE
Ch-Ch-Changes
By Paul Stockford
The contact center industry has been in a state of perpetual scramble to keep up with all the changes.

REMOTE WORK
7 Ideas to Build Engagement with Work-From-Home Agents
By Mike Aoki
Remote staff are at higher risk for disengagement. How to connect with and retain your work-from-home agents.

LEADERSHIP SKILLS
Becoming an Emotionally Intelligent Leader, Part 3
By Sangeeta Bhatnagar
The three-part series wraps up with a look at the different factors within EQ and how they impact your influence as a leader.

LEADING THOUGHTS
Silver Linings: How the Pandemic Fueled Positive Changes to Customer Experience
By Seb Reeve
It’s a new era of connected conversations and digital-first customer experiences.

ARTIFICIAL INTELLIGENCE
Contact Center Absenteeism: More Flexibility is the Cure
By Jennifer Lee, Paul Milloy & Kevin Jolliffe
Intelligent automation delivers a consistent agent experience no matter where agents are seated.

CUSTOMER EXPERIENCE
Delivering a Consistent and Human Customer Care Experience
By Jim Katzman
Practices to optimize contact center performance to generate business value.