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Operations

Docking Contact Centers in Turbulent Seas

Docking Contact Centers in Turbulent Seas Labor costs, AI, and White House policies are shaping decisions. Operations People Hiring Turnover Technology Artificial Intelligence Remote Work Operations

Making Remote Work Successful

Making Remote Work Successful Employee choice, development, engagement are key. Strategy Customer Experience People Engagement Remote Work Operations

Managing Agent Quality Issues

Managing Agent Quality Issues How agents can provide excellent CX in these anxious times. Strategy Customer Experience People Hiring Performance Management Turnover Technology Artificial Intelligence Remote Work Operations

New Year, Evolved Challenges, Compelling Priorities

New Year, Evolved Challenges, Compelling Priorities What is top of mind in your center? Operations Workforce Management Strategy People Engagement Turnover Technology Omnichannel Artificial Intelligence Remote Work Operations

Gazing at the Staffing Crystal Ball

Gazing at the Staffing Crystal Ball What will happen with agent recruitment and retention? People Hiring Development Culture Turnover Technology Artificial Intelligence Remote Work Operations

Disruption Ahead for The Contact Center Workforce – Part 2

Disruption Ahead for The Contact Center Workforce – Part 2 Declining labor supply poses challenges and how to offset them. Strategy People Hiring Turnover Remote Work Operations

Strategies for Managing Remote Call Center Teams – Part 2

Strategies for Managing Remote Call Center Teams – Part 2 How to handle challenges of agents working from home. People Engagement Technology Data Security Remote Work Operations

Where to Call and Contact?

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies. Operations Technology Artificial Intelligence Remote Work Operations

Connecting With Remote Colleagues: In Writing

Connecting With Remote Colleagues: In Writing Email has its flaws, so here’s how to make the best of it. Strategy Remote Work Operations

Reinventing Workplace Connections

Reinventing Workplace Connections How to nurture friendships in the remote contact center era. People Turnover Workplace Environment Technology Remote Work Operations

Guiding Customers on Their Journeys

Guiding Customers on Their Journeys How AI can assist agents assist customers. People Technology Artificial Intelligence Remote Work Operations

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges. People Hiring Turnover Technology Omnichannel COVID-19 Agent Motivation Remote Work Operations Case Studies

Surprises and Delights

Surprises and Delights Work from home…15 years in review. People Hiring Remote Work Operations

Back to the Future

Back to the Future Change is the only constant. Technology Omnichannel Remote Work Operations

Moving Forward: What Will 2024 Bring For Contact Centers?

Moving Forward: What Will 2024 Bring For Contact Centers? Our Advisory Board shares timely insights to take into the New Year. Operations Workforce Management Strategy Customer Experience People Turnover Workplace Environment Technology Artificial Intelligence Remote Work Operations

Staffing in the Age of Angst

Staffing in the Age of Angst How to attract and retain high quality agents in this challenging era. Strategy Customer Experience Technology Staffing Artificial Intelligence Remote Work Operations

How Contact Centers Can Have Available Quality Agents - Part 2

How Contact Centers Can Have Available Quality Agents - Part 2 Multiple forces are constraining contact center workforces. Operations Workforce Management People Engagement Remote Work Operations Vendor Roundtable

Hungry for Praise

Hungry for Praise Building a culture of praise and recognition. Strategy Culture People Development Recognition Remote Work Operations

Tuning the CX Engine

Tuning the CX Engine How you train then coach your agents keeps your contact center on the road. People Development Technology Artificial Intelligence Remote Work Operations

Is Work From Home the New Normal?

Is Work From Home the New Normal? COVID-19 sent workers (like agents) home, but will they stay there? Operations People Remote Work Operations

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