People

People

Meeting Today’s Coaching, Training Challenges

Strategy

Meeting Today’s Coaching, Training Challenges

by: Brendan Read

How to manage with generations, impatient customers, AI, and remote work.

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10 Reasons Why WFM Deserves a Better Name

Performance Management
10 Reasons Why WFM Deserves a Better Name
by: Tiffany LaReau
WFM doesn’t tell what it really is or does.

The Keys to WFM Success

People
The Keys to WFM Success
by: Dan Smitley
What are, and how to execute, the core values.

Hire and Train to Retain - Part 2

Development
Hire and Train to Retain - Part 2
by: Neal Dlin
New hire training can go wrong: OR go right.

Augmenting The Workforce

Artificial Intelligence
Augmenting The Workforce
by: Dave Singer
How AI-powered next-gen automation is driving improved experiences.

The Descent of U.K. Customer Service

Turnover
The Descent of U.K. Customer Service
by: Keith Gait
There is the opportunity to get it right.

Conversation With the Coach

Development
Conversation With the Coach
by: Brendan Read
Insights on how to best equip agents to meet changes and challenges.

Delivering Effective Contact Center Management

Workplace Environment
Delivering Effective Contact Center Management
by: Jason Cortel
Leaders need and provide coaching, skills development, and a strong corporate culture.

The Re-Invention of the Telephone Center

Artificial Intelligence
The Re-Invention of the Telephone Center
by: Dina J. Vance
How embracing change has led the way.

Unleash the Power of Your Team!

Engagement
Unleash the Power of Your Team!
by: Kathryn E. Jackson
Full-spectrum coaching is the key.

Friction Isn’t the Enemy: It’s Just Misunderstood

Workplace Environment
Friction Isn’t the Enemy: It’s Just Misunderstood
by: Eric Carrasquilla & Mark Smith
How friction in your customer interactions can turn to gold.

Attention, Agents!

Recognition
Attention, Agents!
by: Sangeeta Bhatnagar
How to keep agents engaged during training.

How to Manage Angry Customers

People
How to Manage Angry Customers
by: Eric Harne
Here are five rules in a helpful protocol.

Hire and Train to Retain - Part 1

Development
Hire and Train to Retain - Part 1
by: Neal Dlin
New hire training can go wrong: OR go right.

Turn Training into a Competitive Advantage

Performance Management
Turn Training into a Competitive Advantage
by: Steve Erickson
Strategies, methods, and tools that can help.

Bolstering Training With Microlearning

Development
Bolstering Training With Microlearning
by: Todd Lefkowitz
How this method can improve agent L&D.

Connecting With Anxious Customers

Artificial Intelligence
Connecting With Anxious Customers
by: Brendan Read
The cases for careful deflection, supporting preferred channels, and proactive outreach.

Topics

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Meeting Today’s Coaching, Training Challenges

10 Reasons Why WFM Deserves a Better Name

The Keys to WFM Success

Hire and Train to Retain - Part 2

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