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People
Topics:
Hiring
Development
Performance Management
Engagement
Culture
Turnover
Recognition
Workplace Environment
Turnover
The Path to Healthcare ACCESS … Trends for 2023
2023 is the year of Healthcare stabilization.
Current Issue
Operations
Strategy
People
Turnover
How Tech Can Help Meet Staffing Needs
Three tools that can develop and retain top talent.
Current Issue
People
Turnover
Technology
Artificial Intelligence
Updating the Employee Playbook
Several evolving trends that are forcing management changes.
Operations
Strategy
Customer Experience
People
Turnover
Technology
Remote Work
Operations
CX: The Key to Driving ROI
Organizations should focus on delivering customer-engaging experiences with the right tech.
Strategy
Customer Experience
People
Engagement
Turnover
Technology
Omnichannel
The Future is Now … Agents in “High Demand”
Insights for Combating Agent Retention
Operations
Workforce Management
Strategy
People
Hiring
Turnover
Why Employees Leave (and How to Retain Them)
How people management software can help lower employee attrition.
Operations
People
Turnover
Technology
People management
Staffing in the New Normal
Customer needs, current and future labor shortages, and WFH demand savvier recruiting strategies.
Operations
Strategy
People
Hiring
Engagement
Turnover
Technology
Staffing
Artificial Intelligence
Training and development
Remote Work
People
Reinventing Hiring for Speed
Your contact center operations depend on it.
Operations
Strategy
People
Hiring
Turnover
Technology
Remote Work
People
The Agent Experience Imperative
How automation can keep both agents and customers loyal.
Operations
People
Development
Turnover
Technology
Unified Communications
Self-Service
Artificial Intelligence
The Hard, Hidden Costs of Attrition
Why retaining contact center staff must be your bottom-line top priority.
Operations
Strategy
People
Turnover
Training and development
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
Working with a BPO in a Digital World
Effective use of WFM by BPO partners can ensure excellent productivity.
Operations
Workforce Management
Strategy
People
Turnover
Technology
The Hiring Game Has Changed
Strategies for solving staffing issues.
Operations
Strategy
People
Turnover
Remote Work
People
How the New Normal Impacts Retail
Contact center customer service issues, best practices, and trends
Operations
Strategy
Customer Experience
People
Turnover
Technology
Self-Service
How to Make Holiday Hires More Productive
Savvy training, development, and yes fun can win the season.
Operations
People
Hiring
Development
Turnover
Is Cost of Performance the Undiscovered X Factor?
A Q&A with WiserOwl Founder, Robert Bradshaw
Operations
People
Performance Management
Turnover
White Papers
Managing the New Normal Workforces
Automation, new channels, WFH, and the Great Resignation are shaping workforce management.
Operations
Workforce Management
Strategy
Customer Experience
People
Turnover
Technology
Artificial Intelligence
Remote Work
Vendor Roundtable
Easy to Get is Hard to Get Rid Of…Ode to Leo J.
Time to explore the possibility of “good turnover” in your center.
Operations
Strategy
People
Hiring
Performance Management
Turnover
Sorry, No Magic Cure-All to Turnover
A combination of work-life balance, learning opportunities, and supporting technologies may be the best Rx.
Operations
People
Development
Turnover
Technology
Remote Work
People
The Risks, Consequences, and Solutions to Attrition
Looking after agents’ mental health and well-being needs to be top of the contact center management agenda.
Strategy
Customer Experience
People
Turnover
Four Reasons Why Training Today Is Failing Employees
How to fix the broken workforce preparation model.
Operations
Strategy
People
Development
Turnover
Turnover… But Not the Good Kind
A poor investment in frontline job quality will cost employers in higher turnover.
People
Turnover
Managing Attrition in a Strong Economy
Six questions to ask and actions to take to retain your top talent today and in the future.
People
Turnover
Absenteeism Is a Pain
Seven common causes of absenteeism and what you can do to build a culture of attendance.
Operations
Contingency Planning
People
Turnover
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CURRENT ISSUE: February 2023
Key Trends in Agent Productivity
View Digital Issue
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