Contact Center Pipeline

Hiring

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.

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.

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.

Helping Retail Agents

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

It’s Just People

Turnover
It’s Just People
by: Charlie Adams
Leadership is about simplicity, humanity, and growth.

Mission Culture vs. Trench Culture

Turnover
Mission Culture vs. Trench Culture
by: Annette Franz
Bridging the gap between what is said and how work is done.

Why Learning Together is Best

Workplace Environment
Why Learning Together is Best
by: Sean Segal
The need for cohort-based learning.

Why Inclusive Hiring = Success

Turnover
Why Inclusive Hiring = Success
by: David Sudolsky
And contact centers can show the way.

Docking Contact Centers in Turbulent Seas

Operations
Docking Contact Centers in Turbulent Seas
by: Brendan Read
Labor costs, AI, and White House policies are shaping decisions.

The Contact Center Talent Crisis – Part 2

People
The Contact Center Talent Crisis – Part 2
by: Brent Holland
And how hiring underrepresented (and diverse) workforces can help.

Keeping Remote Agents Passionate About Their Jobs

Strategy
Keeping Remote Agents Passionate About Their Jobs
by: Katy O'Malley
How one company successfully engages with its virtual (and global) contact center workforce.

Speaking The Customers’ Language(s)

Artificial Intelligence
Speaking The Customers’ Language(s)
by: Brendan Read
Multilingual agents and AI can help.

The Contact Center Talent Crisis – Part 1

People
The Contact Center Talent Crisis – Part 1
by: Brent Holland
And how hiring underrepresented (and diverse) workforces can help.

Three Ways AI is Changing The Contact Center

Artificial Intelligence
Three Ways AI is Changing The Contact Center
by: Devon Mychal
Delivering better CX through happier, more effective agents.

How AI Can Help Solve Hiring Challenges

Artificial Intelligence
How AI Can Help Solve Hiring Challenges
by: Thad Price
Labor market changes make using new tools imperative.

Managing Agent Quality Issues

Operations
Managing Agent Quality Issues
by: Brendan Read
How agents can provide excellent CX in these anxious times.

Achieving Performance and Productivity Gold

Performance Management
Achieving Performance and Productivity Gold
by: Stacey L. Oliver-Knappe
How to bring your center to the top of the CX podium.

Gazing at the Staffing Crystal Ball

Operations
Gazing at the Staffing Crystal Ball
by: Brendan Read
What will happen with agent recruitment and retention?

Why Candidate Assessments Should Be Skills-First

Artificial Intelligence
Why Candidate Assessments Should Be Skills-First
by: Stéphane Rivard
How AI-based new generation tools can help.

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.

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.

Disruption Ahead for The Contact Center Workforce – Part 2

Operations
Disruption Ahead for The Contact Center Workforce – Part 2
by: Brent Holland
Declining labor supply poses challenges and how to offset them.

Disruption Ahead for The Contact Center Workforce – Part 1

Hiring
Disruption Ahead for The Contact Center Workforce – Part 1
by: Brent Holland
Declining labor supply poses challenges and how to offset them.

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