People

People

Which Road to Take in Site Selection?

Strategy

Which Road to Take in Site Selection?

by: Brendan Read

Each route has its twists and turns.

QA Through the Agents’ Eyes

Engagement
QA Through the Agents’ Eyes
by: Mark Pereira
And how to address common issues involving them.

Why Behavioral Analytics Matter

Performance Management
Why Behavioral Analytics Matter
by: Mark Tinney
And more than ever in contact center hiring.

Why Screening Harder Won’t Win – Part 1

Strategy
Why Screening Harder Won’t Win – Part 1
by: April Cantwell
There is a new approach to attracting and keeping talent.

Is WFH Really DOA?

Strategy
Is WFH Really DOA?
by: Brendan Read
Remote/hybrid work is alive: including in contact centers.

When GenAI Should Do the Writing

Artificial Intelligence
When GenAI Should Do the Writing
by: Leslie O’Flahavan
It can help the agents and the customers.

What Contact Centers Can Learn from ATMs

Artificial Intelligence
What Contact Centers Can Learn from ATMs
by: Dina Vance
Why ATMs should make agents feel better about their jobs.

Bullying, Burnout, and Interpersonal Breakdowns

Workplace Environment
Bullying, Burnout, and Interpersonal Breakdowns
by: Joyce Odidison
Why and how they need to be addressed.

Beyond the Accent

Development
Beyond the Accent
by: Mark Pereira
How to build interaction clarity and confidence.

Accommodating the Accents

Artificial Intelligence
Accommodating the Accents
by: Brendan Read
How new AI-powered tools can improve CX.

The Hidden Accessibility Crisis

Hiring
The Hidden Accessibility Crisis
by: Matthew Elefant
Why both customers and agents with disabilities matter now.

Why Traditional Screening Misses Your Biggest Retention Risk

Turnover
Why Traditional Screening Misses Your Biggest Retention Risk
by: Jens Näsström
The overlooked factor that predicts turnover and sick leave.

The Neurodiversity Disconnect

Development
The Neurodiversity Disconnect
by: Pier Ragone
How to reconnect with excellent neurodivergent agents.

Going Beyond the Metrics

Workplace Environment
Going Beyond the Metrics
by: Kathryn E. Jackson
How to address the drain on cognitive, emotional bandwidth.

Will AI Shrink the Contact Center?

Artificial Intelligence
Will AI Shrink the Contact Center?
by: Jon Arnold
What will centers look like with AI?

Using the Coaching Toolbox

Engagement
Using the Coaching Toolbox
by: Mark Pereira
Practical strategies to develop your agents.

Repairing the Contact Center Safety Net

Artificial Intelligence
Repairing the Contact Center Safety Net
by: Chris Marron
Here’s why it’s torn and why it must be fixed.

Topics

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