People

People

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.

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.

Topics

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Average Handle Time vs. Human Time – Part 2

Why Screening Harder Won’t Win – Part 3

Should Your Customers Work for You?

Average Handle Time vs. Human Time – Part 1

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Rewarding, Coaching and Goal-Setting