People

People

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

Workplace Environment
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.

Turning Customers into Advocates

Development
Turning Customers into Advocates
by: Dr. Joseph Riggio & Henrik Wenøe
A revolutionary approach to training teams.

Helping Retail Agents

Artificial Intelligence
Helping Retail Agents
by: Matt Whitmer
AI can assist agents in coping with burnout and stress.

The CX Highwire Act

Artificial Intelligence
The CX Highwire Act
by: Brendan Read
Can contact centers hold on?

Tapping The Power of Knowledge - Part 1

Development
Tapping The Power of Knowledge - Part 1
by: Mark Pereira
How to use KM to empower agents and elevate CX.

Elevating Contact Center Performance

Performance Management
Elevating Contact Center Performance
by: Roman Davydov
Examples of how BI can give the lift.

Optimizing Workforce Management – Part 2

People
Optimizing Workforce Management – Part 2
by: Mark Pereira
Strategies for efficiency that strive for customer satisfaction.

Reversing the Contact Center Leadership Drift

Artificial Intelligence
Reversing the Contact Center Leadership Drift
by: Jim Rembach
How AI-enabled leadership can improve agent supervision and performance.

The Other Reason to Outsource

Culture
The Other Reason to Outsource
by: Pier Ragone
It’s not about cost. It’s about commitment.

Beyond RPA, Chatbots, and Assistants

Artificial Intelligence
Beyond RPA, Chatbots, and Assistants
by: Iris Zarecki
Why agentic AI is superior: with the right data.

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