Contact Center Pipeline

Development

Making Time for Training

Performance Management
Making Time for Training
by: Brendan Read
How to justify having your agents off-hook/offline.

Every AI Handoff Is an Escalation

Workplace Environment
Every AI Handoff Is an Escalation
by: Mike Aoki
Is your training ready?

The Illusion of Competence

Workplace Environment
The Illusion of Competence
by: Dina Vance
Why knowledge alone does not drive performance.

“Groundhog Day” in the Contact Center

Technology
“Groundhog Day” in the Contact Center
by: Kathryn E. Jackson
The technology changes. The lessons don't.

Focus on the Basics!

Workplace Environment
Focus on the Basics!
by: Brendan Read
Look beyond AI at the real needs and methods.

Scaling Tacit Knowledge in Contact Centers

Workplace Environment
Scaling Tacit Knowledge in Contact Centers
by: Todd Moran
How social learning cultivates lifelong learners.

What Can Be Done to Prevent Agent Burnout?

Assisted Service
What Can Be Done to Prevent Agent Burnout?
by: Linda Harden
There are new AI-powered QM tools that can help.

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.

Beyond the Accent

Development
Beyond the Accent
by: Mark Pereira
How to build interaction clarity and confidence.

The Neurodiversity Disconnect

Development
The Neurodiversity Disconnect
by: Pier Ragone
How to reconnect with excellent neurodivergent agents.

Using the Coaching Toolbox

Engagement
Using the Coaching Toolbox
by: Mark Pereira
Practical strategies to develop your agents.

The Workforce Implications of AI

Artificial Intelligence
The Workforce Implications of AI
by: Brendan Read
The benefit of AI for agents and supervisors.

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.

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

Case Studies
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.

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.

It’s Just People

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

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