Operations

Operations

Answering the Challenges

Strategy

Answering the Challenges

by: Brendan Read

Our Advisory Board shares timely insights into key contact center issues.

Optimizing Workforce Management – Part 1

People
Optimizing Workforce Management – Part 1
by: Mark Pereira
Strategies for efficiency that strive for customer satisfaction.

The New Era of WFM

Artificial Intelligence
The New Era of WFM
by: Donna Fluss
AI is driving reimagined resource management.

Is WFM Keeping Up?

Artificial Intelligence
Is WFM Keeping Up?
by: Brendan Read
What workforce management professionals need to do.

Why Your Contact Center Needs a Gateway

Technology
Why Your Contact Center Needs a Gateway
by: Kumar Chinnakali
And not just an IVR.

Why Contact Centers Can’t Afford to Wait

Artificial Intelligence
Why Contact Centers Can’t Afford to Wait
by: Cloud Tech Gurus
AI voice agents are transforming how contact centers operate.

Supreme Telemarketing Changes?

Strategy
Supreme Telemarketing Changes?
by: Brendan Read
Key rulings on the TCPA and other regulations could create compliance uncertainty, for now.

Changing the WFM Game

Strategy
Changing the WFM Game
by: Sharon Shelly
How CRM platforms can help score corporate goals with back-office plays.

From Hearing to Listening

Research
From Hearing to Listening
by: Steve Morrell
Why AI-powered interaction analytics must be on every CX leader’s agenda.

How to Defend Training in Turbulent Times

Artificial Intelligence
How to Defend Training in Turbulent Times
by: Mike Aoki
Using corporate language and leveraging AI can help thwart budget-cutters.

Gamification or Gimmick?

Engagement
Gamification or Gimmick?
by: Shane Devitt
Can gamification truly enhance performance?

Making the Most of Idle Time

Development
Making the Most of Idle Time
by: Jennifer Lee
Automation can help agents and improve CXs.

The Hidden Sales Team in Your Call Center

Artificial Intelligence
The Hidden Sales Team in Your Call Center
by: Julie Thomas
Here’s how your inbound agents can start driving meaningful revenue.

Why Recession Planning Should Start in the Contact Center

Artificial Intelligence
Why Recession Planning Should Start in the Contact Center
by: Cloud Tech Gurus
Economists are sounding the alarm.

Are You Ready for Bots to Call?

Artificial Intelligence
Are You Ready for Bots to Call?
by: Jim Davies
You need to be thoroughly AI-fluent for when they do.

Rethinking Outbound

Artificial Intelligence
Rethinking Outbound
by: Jim Tyrrell
Threats and new rules require strategy changes.

The Case for Voice IVR

Technology
The Case for Voice IVR
by: Daniel O'Sullivan
How it can provide excellent service.

Topics

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Answering the Challenges

Optimizing Workforce Management – Part 1

The New Era of WFM

Is WFM Keeping Up?

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