Contact Center Pipeline

Development

Meeting Digital-First Customer Expectations

Artificial Intelligence
Meeting Digital-First Customer Expectations
by: Sharon Oatway
A guide for call center leaders.

How to Defend Training in Turbulent Times

Artificial Intelligence
How to Defend Training in Turbulent Times
by: Mike Aoki
Using corporate language and leveraging AI can help thwart budget-cutters.

Gamification or Gimmick?

Engagement
Gamification or Gimmick?
by: Shane Devitt
Can gamification truly enhance performance?

Making the Most of Idle Time

Development
Making the Most of Idle Time
by: Jennifer Lee
Automation can help agents and improve CXs.

Rethinking Training and Coaching

Artificial Intelligence
Rethinking Training and Coaching
by: Brendan Read
Staff development must now incorporate and use AI.

Why Learning Together is Best

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

Extra! Extra! Advanced Tech Helps Newspaper!

Technology
Extra! Extra! Advanced Tech Helps Newspaper!
by: Brendan Read
How technology investments improved service and remote work.

Artificial Intelligence
Over and Out
by: Kathleen Peterson
My best advice for Contact Centers.

How to Deliver Excellent CXs

Development
How to Deliver Excellent CXs
by: Nicholas Clapper
Prioritizing on the “Big Four” elements.

Remotely Engaging

Strategy
Remotely Engaging
by: Tyler Hayden
How best to connect remote call center teams.

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.

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.

Ensuring Employee Engagement

Strategy
Ensuring Employee Engagement
by: Mark Pereira
How to reinforce your agents’ links to your brand and customers.

The Hidden Power of Time

Development
The Hidden Power of Time
by: Kathryn E. Jackson
Mastering the basics to transform your call center.

Excellent Wellbeing for Exceptional CX

Engagement
Excellent Wellbeing for Exceptional CX
by: Florian Garnier
How to detect and act on agent issues.

Mastering Outbound Contact Center Management

Development
Mastering Outbound Contact Center Management
by: Nima Hakimi
Here are several strategies to stay ahead.

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.

The Irony of CX … Vision or Hallucination?

Development
The Irony of CX … Vision or Hallucination?
by: Kathleen Peterson
Promises vs. Operational Realities

Gazing at the Staffing Crystal Ball

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

Beyond the Paycheck

Turnover
Beyond the Paycheck
by: Stacey L. Oliver-Knappe
Retaining talent in today’s contact centers.

Meeting Today’s Coaching, Training Challenges

Strategy
Meeting Today’s Coaching, Training Challenges
by: Brendan Read
How to manage with generations, impatient customers, AI, and remote work.

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.

Augmenting The Workforce

Artificial Intelligence
Augmenting The Workforce
by: Dave Singer
How AI-powered next-gen automation is driving improved experiences.

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