Contact Center Pipeline

People Topics:

Development

Avoiding the 5 Training and Coaching Fails

Avoiding the 5 Training and Coaching Fails The key reasons why these programs don’t work and what can be done. Current Issue Operations Strategy Customer Experience People Development

How to Improve Agent Productivity

How to Improve Agent Productivity How also to avoid customer-and-agent-frustrating pratfalls. Current Issue Operations People Development Performance Management Technology

The Need for AI in Contact Centers

The Need for AI in Contact Centers How AI can improve agent productivity when implemented correctly. Current Issue People Development Performance Management Technology Artificial Intelligence

The Agent Experience Imperative

The Agent Experience Imperative How automation can keep both agents and customers loyal. Operations People Development Turnover Technology Unified Communications Self-Service Artificial Intelligence

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

Outgrowing Contact Center Growing Pains

Outgrowing Contact Center Growing Pains Time to Take a Growth Readiness Assessment Operations Workforce Management Strategy People Development

QA and Coaching for Experienced Agents

QA and Coaching for Experienced Agents It is one thing to coach a new agent, another for a seasoned staffer. Operations Strategy People Development Engagement Remote Work People

Upleveling Contact Center QM to the Analytics Age

Upleveling Contact Center QM to the Analytics Age How customers, agents, and business operations can benefit from obtained insights. Operations Strategy Customer Experience People Development Technology Artificial Intelligence

How 2 Brand U 10 Ideas for Managing Your Personal Brand Operations Strategy People Development

Four Ways to Turn Delivery Problems Into Good CXs

Four Ways to Turn Delivery Problems Into Good CXs Simplifying customer and agent processes are the routes forward. Operations Strategy Customer Experience People Development Technology

Welcome to the Great Surrender

Welcome to the Great Surrender Why Many Call Centers Have Given Up On Customer Service Training. Operations Strategy People Development

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

It All Starts with the Why!

It All Starts with the Why! Third in a Three-Part Series on Adaptability and Adaptive Leadership. Operations Strategy Customer Experience People Development

Ending Caller and Agent Frustration

Ending Caller and Agent Frustration How contact centers can handle difficult situations. Operations People Development

Walking the Walk: TD Bank’s New Financial Wellbeing Program

Walking the Walk: TD Bank’s New Financial Wellbeing Program TD Bank’s new training program helps its contact center agents achieve their financial goals. Operations People Development

How to be Great in Workforce Management

How to be Great in Workforce Management Three approaches to training. Operations Workforce Management People Development Technology Remote Work Operations

Avoiding 5 Common L&D Mistakes

Avoiding 5 Common L&D Mistakes Contact centers must watch for delivery, content, competency, reinforcement, and effectiveness. Operations Strategy People Development

Call Center Training in the New Era

Call Center Training in the New Era Onboarding and managing agents in the new normal may mean changing training methods. Operations People Hiring Development

Avoiding Agent Underhiring and Undertraining

Avoiding Agent Underhiring and Undertraining How job misspecifications undermine worker wellbeing and contact center performance. Operations Strategy People Hiring Development

Opportunities Amidst the Challenges

Opportunities Amidst the Challenges Gamification, practice, diverse environment, and listening to agents boost training effectiveness. Operations People Development Engagement Remote Work People

Keeping the Customer Promise

Keeping the Customer Promise EFG Companies has won multiple Stevie Awards since 2014 for its excellent customer service. Operations People Development Technology Self-Service

What Does Exceptional Customer Service Look Like?

What Does Exceptional Customer Service Look Like? Exceptional word choice and phone manners. Operations People Development

Taking the Leap to Success in 2022

Taking the Leap to Success in 2022 A Sponsored Article by Centrical Strategy People Development Engagement Technology Artificial Intelligence

How to Manage Multiple Evolving Channels

How to Manage Multiple Evolving Channels Effective technology application, agent recruitment and training are critical to help customers conduct complex interactions. Operations Strategy Customer Experience People Hiring Development Technology Omnichannel

Aizan Qtivity

NICE CX Lifetime

Verint

Webex CCTR

Khoros