People

People

Optimizing Workforce Management – Part 2

People

Optimizing Workforce Management – Part 2

by: Mark Pereira

Strategies for efficiency that strive for customer satisfaction.

Reversing the Contact Center Leadership Drift

Artificial Intelligence
Reversing the Contact Center Leadership Drift
by: Jim Rembach
How AI-enabled leadership can improve agent supervision and performance.

The Other Reason to Outsource

Culture
The Other Reason to Outsource
by: Pier Ragone
It’s not about cost. It’s about commitment.

Beyond RPA, Chatbots, and Assistants

Artificial Intelligence
Beyond RPA, Chatbots, and Assistants
by: Iris Zarecki
Why agentic AI is superior: with the right data.

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.

It’s Just People

Turnover
It’s Just People
by: Charlie Adams
Leadership is about simplicity, humanity, and growth.

Mission Culture vs. Trench Culture

Turnover
Mission Culture vs. Trench Culture
by: Annette Franz
Bridging the gap between what is said and how work is done.

Improving Healthcare Contact Center Outcomes

Case Studies
Improving Healthcare Contact Center Outcomes
by: Brendan Read
How CaduceusHealth balanced costs and quality.

Meeting Digital-First Customer Expectations

Artificial Intelligence
Meeting Digital-First Customer Expectations
by: Sharon Oatway
A guide for call center leaders.

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.

Tapping the Power of Culture – Part 2

Culture
Tapping the Power of Culture – Part 2
by: Mark Pereira
How CQ can connect with customers.

Gamification or Gimmick?

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

AI Is Coming to Your Contact Center

Artificial Intelligence
AI Is Coming to Your Contact Center
by: Dave Rennyson
Are you ready?

Using AI to Create Super Agents

Artificial Intelligence
Using AI to Create Super Agents
by: Rob McDougall
These agents can also address AI issues.

Making the Most of Idle Time

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

Rethinking Training and Coaching

Artificial Intelligence
Rethinking Training and Coaching
by: Brendan Read
Staff development must now incorporate and use AI.

Topics

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Optimizing Workforce Management – Part 2

Reversing the Contact Center Leadership Drift

The Other Reason to Outsource

Beyond RPA, Chatbots, and Assistants

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How to Engage and Empower the New Contact Center Workforce

Principles of an Effective Reward and Recognition Program

Time Flies When You’re Having Fun

Rewarding, Coaching and Goal-Setting