Operations

Staying on the Same Wavelength

Staying on the Same Wavelength

by: Kathleen Peterson

The power of operational perspective.

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The Seven Habits of Highly Effective Outsourcing Providers

The Seven Habits of Highly Effective Outsourcing Providers How these practices can help organizations benefit from BPO services. Current Issue Operations

Spain’s Groundbreaking Customer Service Law

Spain’s Groundbreaking Customer Service Law Is it the future of CX? Current Issue Operations Strategy Customer Experience Technology Artificial Intelligence

How Contact Centers Can Have Available Quality Agents - Part 2

How Contact Centers Can Have Available Quality Agents - Part 2 Multiple forces are constraining contact center workforces. Current Issue Operations Workforce Management People Remote Work Operations

The Intangible Value of Healthcare Access Centers

The Intangible Value of Healthcare Access Centers Transforming the Patient Experience while optimizing the operational efficiency of Healthcare facilities. Operations Strategy Customer Experience

How Contact Centers Can Have Available Quality Agents - Part 1

How Contact Centers Can Have Available Quality Agents - Part 1 Multiple forces are constraining contact center workforces. Operations Workforce Management Technology Workforce Optimization Artificial Intelligence

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Managing the Data How contact centers can obtain meaningful insights from customer engagement data. Operations Technology Artificial Intelligence

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What Is The New Normal? How the COVID-19 pandemic permanently changed customer interactions and environments. Operations Technology Unified Communications Artificial Intelligence Remote Work People

How to Write for Your Audience(s)

How to Write for Your Audience(s) Tips for communicating successfully with both executives and agents. Operations People

Do We Need Disaster Planning?

Do We Need Disaster Planning? How contact centers can best plan and respond when disasters strike. Operations Contingency Planning Strategy Remote Work People

Correct the Tech

Correct the Tech IDing technology failures and by the right parties improve results. Operations Technology

Making the Modern Contact Center

Making the Modern Contact Center How to turn the center into a compelling customer engagement method. Operations Technology Unified Communications

Taking WFM to the Cloud

Taking WFM to the Cloud TrialCard gained efficiencies, met challenges. Operations Workforce Management Technology Remote Work Strategy Editor's Picks Member Exclusive Case Study

12 Tips for Effective Coaching

12 Tips for Effective Coaching How leaders can leverage it to improve agent performance and the CX. Member Exclusive Trending Operations Strategy Customer Experience Member Exclusive

A Deep-Dive into WFM: The Forecast Algorithm

A Deep-Dive into WFM: The Forecast Algorithm The map for a functioning WFM plan in the contact center. Operations Workforce Management People

Why WFM Matters

Why WFM Matters Understanding what WFM is in the contact center and why it is important. Operations Workforce Management People

Put on Your Skates! The Business/Employment Climate is Changing

Put on Your Skates! The Business/Employment Climate is Changing Flexible schedules, a performance mindset, KMSes, and career pathing can best tap contact center agent talent. Operations Workforce Management Strategy

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