People

People

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.

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.

Topics

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When GenAI Should Do the Writing

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Beyond the Accent

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