Contact Center Pipeline

People Topics:

Hiring

Disruption Ahead for The Contact Center Workforce – Part 1

Disruption Ahead for The Contact Center Workforce – Part 1 Declining labor supply poses challenges and how to offset them. Current Issue Strategy Customer Experience People Hiring

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges. Current Issue People Hiring Turnover Technology Omnichannel COVID-19 Agent Motivation Remote Work Operations

The Upcoming Recruitment Crunch

The Upcoming Recruitment Crunch Gen Z and phone phobia. Operations People Hiring Development

Surprises and Delights

Surprises and Delights Work from home…15 years in review. People Hiring Remote Work Operations

Contact Center Vital Signs

Contact Center Vital Signs Top five recommendations for success and advancement. Operations Collaboration Strategy Culture Planning People Hiring

Make Unlearning and Adapting a 2024 Resolution

Make Unlearning and Adapting a 2024 Resolution This is a resolution that your contact center must keep. People Hiring Development Engagement Technology Artificial Intelligence

Tapping Into Staffing Alternatives

Tapping Into Staffing Alternatives How these options can help meet increased customer expectations. Strategy People Hiring Development

How Exceptional Service Drives Business Success

How Exceptional Service Drives Business Success People, audience knowledge, value, and satisfaction are the gears. Strategy Customer Experience People Hiring Development

Flying Through the Turbulence

Flying Through the Turbulence How contact centers can get through the stiff CX-impacting staffing and Gen Z winds. People Hiring Development Culture Technology Self-Service Artificial Intelligence

Answering the Call

Answering the Call How to meet changing requirements for contact center supervisors. Strategy Customer Experience People Hiring Development Performance Management

Going Home for Talent

Going Home for Talent Providing remote work is a necessity, not an option. People Hiring Development Technology Artificial Intelligence Remote Work Operations

Are Gig Economy Workers the Next Agents?

Are Gig Economy Workers the Next Agents? Why and how best to attract gig workers for your contact center. Operations People Hiring

Exploring the Future of Work

Exploring the Future of Work Why hybrid/remote including gig working is becoming the new norm. Strategy People Hiring Workplace Environment Remote Work Operations

Looking Beyond the Wrinkles

Looking Beyond the Wrinkles Why contact centers must retain and hire aging workers. Member Exclusive Trending Operations People Hiring Culture Workplace Environment Remote Work Strategy Member Exclusive

Comparing Contact Center Insourcing Strategies

Comparing Contact Center Insourcing Strategies How it may be better to hire new employees than rebadging BPO staff. Operations Strategy Customer Experience Culture People Hiring

How to Create a Lasting Human Experience

How to Create a Lasting Human Experience Hint: Open your mind to access talent. Operations People Hiring Remote Work Strategy

Is Your Diversity Being Held Hostage?

Is Your Diversity Being Held Hostage? How relying on resumes can shackle your DEI efforts. Operations People Hiring

How to Check Writing Skills Before Hiring

How to Check Writing Skills Before Hiring Having excellent writing abilities is crucial for agents and their employers. Operations Strategy People Hiring Editor's Picks

The Future is Now … Agents in “High Demand”

The Future is Now … Agents in “High Demand” Insights for Combating Agent Retention Operations Workforce Management Strategy People Hiring Turnover Editor's Picks

Staffing in the New Normal

Staffing in the New Normal Customer needs, current and future labor shortages, and WFH demand savvier recruiting strategies. Operations Strategy People Hiring Engagement Turnover Technology Staffing Artificial Intelligence Training and development Remote Work People

Reinventing Hiring for Speed

Reinventing Hiring for Speed Your contact center operations depend on it. Operations Strategy People Hiring Turnover Technology Remote Work People

Mitigating the New Norm

Mitigating the New Norm How BPOs can also help small-midmarket contact centers. Operations Strategy People Hiring Technology

Challenging Circumstances, New Approaches

Challenging Circumstances, New Approaches Listening, focus on retention, new training methods, engagement key. Operations Strategy People Hiring Development Engagement Turnover Training and development Remote Work People

How to Make Holiday Hires More Productive

How to Make Holiday Hires More Productive Savvy training, development, and yes fun can win the season. Operations People Hiring Development Turnover

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