People

People

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.

Moving Forward: What Will 2026 Bring For Contact Centers?

Member Exclusive
Moving Forward: What Will 2026 Bring For Contact Centers?
by: Brendan Read
Our Advisory Board shares timely insights to take into the New Year.

When IT Needs Support…

Artificial Intelligence
When IT Needs Support…
by: Brendan Read
How automation, including AI, helps people help people.

Retail’s Loyalty Crisis

Artificial Intelligence
Retail’s Loyalty Crisis
by: Vasili Triant
Why excellent AI-driven customer service is the new storefront.

Mastering the Live Agent Transition

Artificial Intelligence
Mastering the Live Agent Transition
by: Pranav Dalal
And how to simultaneously enhance VA efficiency.

The Workforce Implications of AI

Artificial Intelligence
The Workforce Implications of AI
by: Brendan Read
The benefit of AI for agents and supervisors.

Staffing Amidst the Storm

Artificial Intelligence
Staffing Amidst the Storm
by: Brendan Read
How, in the face of it all, centers can attract and keep their employees.

Tapping The Power of Knowledge - Part 2

Development
Tapping The Power of Knowledge - Part 2
by: Mark Pereira
How to use KM to empower agents and elevate CX.

How to Build An Amazing Onboarding Experience

Development
How to Build An Amazing Onboarding Experience
by: Tiffany N. Harris
Why it can help you retain your stars!

The First 90 Days Decide Everything

Workplace Environment
The First 90 Days Decide Everything
by: Kathryn E. Jackson
A people-first staffing playbook for the contact center.

The Secrets to Efficiency (and Agent Retention)

Workplace Environment
The Secrets to Efficiency (and Agent Retention)
by: Troy Plott
Balancing cognitive load generates smarter schedules.

Smarter Contact Centers With a Human Touch

Artificial Intelligence
Smarter Contact Centers With a Human Touch
by: Stéphane Rivard
How agentic AI can improve agent use, staffing, and training.

Ferrying Excellent Customer Service

Case Studies
Ferrying Excellent Customer Service
by: Brendan Read
How Canada’s BC Ferries contact center helps customers to get where they are going.

Your Employees Are Your Greatest Asset

Turnover
Your Employees Are Your Greatest Asset
by: Laura Sikorski
How to keep and grow them.

Topics

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Going Beyond the Metrics

Will AI Shrink the Contact Center?

Using the Coaching Toolbox

Repairing the Contact Center Safety Net

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How to Engage and Empower the New Contact Center Workforce

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Rewarding, Coaching and Goal-Setting