Engagement

How to Succeed in the New Normal

How to Succeed in the New Normal A Guide for Small-Medium Business Contact Centers. Operations Strategy Customer Experience People

CX: The Key to Driving ROI

CX: The Key to Driving ROI Organizations should focus on delivering customer-engaging experiences with the right tech. Strategy Customer Experience People Turnover Technology Omnichannel

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 Turnover Technology Staffing Artificial Intelligence Training and development Remote Work People

Challenging Circumstances, New Approaches

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

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 Remote Work People

Work From Home vs. Hybrid?

Work From Home vs. Hybrid? What Will Contact Centers Decide Operations Strategy People Remote Work Operations

Making Virtual Training Engaging

Making Virtual Training Engaging How to ensure this essential training technique is interactive and effective. Operations People Hiring Technology Remote Work People

Opportunities Amidst the Challenges

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

Taking the Leap to Success in 2022

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

The Playbook for Customer Service/Support AI

The Playbook for Customer Service/Support AI How to make chatbots a winning solution. Strategy Customer Experience People Development Technology Artificial Intelligence

Is Your Contact Center Thriving in the “New Normal”?

Is Your Contact Center Thriving in the “New Normal”? A Sponsored Article by Verint Operations Customer Experience People Hiring White Papers

Closing the Engagement Capacity Gap

Closing the Engagement Capacity Gap New dynamics are challenging the ability to support winning customer experiences. Operations Strategy Customer Experience People Performance Management Technology Omnichannel Artificial Intelligence

Work from Home... Are You Sure of the Future?

Work from Home... Are You Sure of the Future? It’s time to conduct an in-depth review of three WFH factors: benefits, trade-offs, and risks. Operations Strategy People Hiring Technology Remote Work Operations

Helping Agents Helping Customers

Helping Agents Helping Customers How AI-enabled virtual agent assistant solutions can improve the agent experience with customers. Strategy Customer Experience People Technology Artificial Intelligence

Ensuring Agent Performance and Engagement

Ensuring Agent Performance and Engagement How to balance the multiple coaching tasks People Performance Management Recognition

7 Ideas to Build Engagement with Work-From-Home Agents

7 Ideas to Build Engagement with Work-From-Home Agents Remote staff are at higher risk for disengagement. How to connect with and retain your WFH agents. People Culture Remote Work People

Becoming an Emotionally Intelligent Leader, Part 3

Becoming an Emotionally Intelligent Leader, Part 3 A look at the different factors within EQ and how they impact your influence as a leader. People Development Culture

How Your Contact Center Agents Can Drive More Revenue

How Your Contact Center Agents Can Drive More Revenue Empower your people to perform at their highest level and the results will come. People Culture

26 Ideas for Engaging Your Contact Center Team

26 Ideas for Engaging Your Contact Center Team Find simple ways to engage your team and show that you appreciate them. People Recognition Remote Work People

Leading with Compassion

Leading with Compassion Compassionate leaders inspire and engage their team members. People Culture

How Do We Build Culture with Distributed Teams?

How Do We Build Culture with Distributed Teams? A strong culture provides remote team members with a sense of belonging that can counteract feelings of isolation. People Culture Remote Work Operations People Strategy Technology

Make Diversity & Inclusion an Essential Contact Center KPI

Make Diversity & Inclusion an Essential Contact Center KPI Measurable D&I goals will give leaders a vested interest in supporting initiatives, and will help employees feel valued and seen. People Culture

Becoming an Emotionally Intelligent Leader, Part 2

Becoming an Emotionally Intelligent Leader, Part 2 The interaction of intentions, focus and balanced emotions on the journey to emotional intelligence. People Development Culture

This Little Light of Mine… Keep It Shining!

This Little Light of Mine… Keep It Shining! Generate engagement momentum and fuel to “light the lights” of your frontline agents. People Culture Workplace Environment

Contact Center Pipeline Current Issue

CURRENT ISSUE: September 2023

What Is The New Normal?

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