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Key Trends in Agent Productivity

Key Trends in Agent Productivity How contact centers can get on top of critical operations factors. Current Issue Operations Strategy People Technology Artificial Intelligence Remote Work Operations

The Path to Healthcare ACCESS … Trends for 2023

The Path to Healthcare ACCESS … Trends for 2023 2023 is the year of Healthcare stabilization. Current Issue Operations Strategy People Turnover

How to Check Writing Skills Before Hiring

How to Check Writing Skills Before Hiring Having excellent writing abilities is crucial for agents and their employers. Current Issue Operations Strategy People Hiring

Saving Steps With Single-Step Transcription

Saving Steps With Single-Step Transcription How this next-gen solution eases agent burdens. Current Issue Operations People Technology Artificial Intelligence

Take Note…

Take Note… How automated note-taking can improve productivity. Current Issue Operations People Technology

WFM+Payroll Working Together

WFM+Payroll Working Together How integration of these systems can spark productive contact center change. Current Issue Operations Workforce Management People Technology

Avoiding the 5 Training and Coaching Fails

Avoiding the 5 Training and Coaching Fails The key reasons why these programs don’t work and what can be done. Current Issue Operations Strategy Customer Experience People Development

How Tech Can Help Meet Staffing Needs

How Tech Can Help Meet Staffing Needs Three tools that can develop and retain top talent. Current Issue People Turnover Technology Artificial Intelligence

How to Improve Agent Productivity

How to Improve Agent Productivity How also to avoid customer-and-agent-frustrating pratfalls. Current Issue Operations People Development Performance Management Technology

It’s Definitely Time to Rethink the Agent Desktop Experience

It’s Definitely Time to Rethink the Agent Desktop Experience Is a complicated desktop hindering your agents? Current Issue Customer Experience Technology Artificial Intelligence Remote Work Operations

The Need for AI in Contact Centers

The Need for AI in Contact Centers How AI can improve agent productivity when implemented correctly. Current Issue People Development Performance Management Technology Artificial Intelligence

Seeing Productivity

Seeing Productivity Why and how to leverage video for customer contact. Current Issue People Technology Artificial Intelligence

Enabling Productive Solutions

Enabling Productive Solutions Digital channels, stronger CX focus, and WFA/WFH are changing the employee experiences. Current Issue Operations Workforce Management Strategy Customer Experience People Performance Management Technology Software Platforms Artificial Intelligence Remote Work Operations Technology Vendor Roundtable

Moving Forward: What Will 2023 Bring for Contact Centers?

Moving Forward: What Will 2023 Bring for Contact Centers? Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year. Operations Workforce Management Strategy Customer Experience People Technology Training and development Remote Work Operations

The One and Done Story

The One and Done Story Positively impact your customers, agents, efficiency and brand. Operations Strategy Customer Experience People

Updating the Employee Playbook

Updating the Employee Playbook Several evolving trends that are forcing management changes. Operations Strategy Customer Experience People Turnover Technology Remote Work Operations

What Do You Want to Take With You in 2023?

What Do You Want to Take With You in 2023? Unpack and sort your professional and personal life. Strategy Technology

How to Succeed in the New Normal

How to Succeed in the New Normal A Guide for Small-Medium Business Contact Centers. Operations Strategy Customer Experience People

Building a Win-Win Customer Strategy

Building a Win-Win Customer Strategy Four lessons for moving toward more connected engagements. Operations Strategy Customer Experience Technology Artificial Intelligence

Tuning into Video

Tuning into Video The reasons why video in the contact center is going mainstream. Strategy Customer Experience Technology Omnichannel