Contact Center Pipeline

Hiring

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: Stephane 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.

Recruitment, Attrition, and COVID-19

Case Studies
Recruitment, Attrition, and COVID-19
by: Brendan Read
How Jackson National Life’s contact center responded to the challenges.

The Upcoming Recruitment Crunch

Development
The Upcoming Recruitment Crunch
by: Mike Aoki
Gen Z and phone phobia.

Surprises and Delights

Operations
Surprises and Delights
by: Michele Rowan
Work from home…15 years in review.

Contact Center Vital Signs

Hiring
Contact Center Vital Signs
by: Marilyn Saulnier
Top five recommendations for success and advancement.

Make Unlearning and Adapting a 2024 Resolution

Artificial Intelligence
Make Unlearning and Adapting a 2024 Resolution
by: Sangeeta Bhatnagar
This is a resolution that your contact center must keep.

Tapping Into Staffing Alternatives

Development
Tapping Into Staffing Alternatives
by: Mark Pereira
How these options can help meet increased customer expectations.

How Exceptional Service Drives Business Success

Development
How Exceptional Service Drives Business Success
by: Rod Brownridge
People, audience knowledge, value, and satisfaction are the gears.

Flying Through the Turbulence

Artificial Intelligence
Flying Through the Turbulence
by: Brendan Read
How contact centers can get through the stiff CX-impacting staffing and Gen Z winds.

Answering the Call

Performance Management
Answering the Call
by: Brent Holland
How to meet changing requirements for contact center supervisors.

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