People

People

Making Time for Training

Performance Management

Making Time for Training

by: Brendan Read

How to justify having your agents off-hook/offline.

Every AI Handoff Is an Escalation

Workplace Environment
Every AI Handoff Is an Escalation
by: Mike Aoki
Is your training ready?

The Illusion of Competence

Workplace Environment
The Illusion of Competence
by: Dina Vance
Why knowledge alone does not drive performance.

“Groundhog Day” in the Contact Center

Technology
“Groundhog Day” in the Contact Center
by: Kathryn E. Jackson
The technology changes. The lessons don't.

Focus on the Basics!

Workplace Environment
Focus on the Basics!
by: Brendan Read
Look beyond AI at the real needs and methods.

Scaling Tacit Knowledge in Contact Centers

Workplace Environment
Scaling Tacit Knowledge in Contact Centers
by: Todd Moran
How social learning cultivates lifelong learners.

What Can Be Done to Prevent Agent Burnout?

Assisted Service
What Can Be Done to Prevent Agent Burnout?
by: Linda Harden
There are new AI-powered QM tools that can help.

Average Handle Time vs. Human Time – Part 3

People
Average Handle Time vs. Human Time – Part 3
by: Mark Pereira
Finding the right balance in the CX age.

Average Handle Time vs. Human Time – Part 2

Performance Management
Average Handle Time vs. Human Time – Part 2
by: Mark Pereira
Finding the right balance in the CX age.

Why Screening Harder Won’t Win – Part 3

People
Why Screening Harder Won’t Win – Part 3
by: April Cantwell
There is a new approach to attracting and keeping talent.

Should Your Customers Work for You?

People
Should Your Customers Work for You?
by: Bryan Cheung
How to make automation successful so they don’t.

Average Handle Time vs. Human Time – Part 1

People
Average Handle Time vs. Human Time – Part 1
by: Mark Pereira
Finding the right balance in the CX age.

Why Screening Harder Won’t Win – Part 2

Hiring
Why Screening Harder Won’t Win – Part 2
by: April Cantwell
There is a new approach to attracting and keeping talent.

Why Platform Integrity Matters

Artificial Intelligence
Why Platform Integrity Matters
by: Rachel Lutz Guevera
How contact centers can help.

When the Voice Isn’t Human

Artificial Intelligence
When the Voice Isn’t Human
by: Rana Gujral
How to manage the growing deepfake threat.

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.

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Making Time for Training

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The Illusion of Competence

“Groundhog Day” in the Contact Center

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