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Technology
Topics:
Omnichannel
Unified Communications
Workforce Optimization
Self-Service
Staffing
Vendor - Management
Software Platforms
Data Security
Assisted Service
Artificial Intelligence
Workforce Optimization
Disruptive Disruptors Disrupting
Leveraging artificial intelligence (AI) to solve today’s customer and employee experience challenges.
Operations
Strategy
Customer Experience
People
Technology
Omnichannel
Workforce Optimization
Artificial Intelligence
Remote Work
Technology
Simplifying Multiple Channel Management
Customers are interacting over more channels, challenging contact center managers.
Operations
Strategy
Customer Experience
People
Technology
Omnichannel
Workforce Optimization
Artificial Intelligence
Routing Right
Contact centers need to focus their technologies on satisfying customers and deliver memorable CXs.
Operations
Technology
Workforce Optimization
Assisted Service
Artificial Intelligence
Critical Tools to Make Outbound Succeed
Outbound customer contact is a vital component of enabling outstanding customer experiences.
Operations
People
Technology
Omnichannel
Workforce Optimization
Artificial Intelligence
Optimizing Agent Performance
How AI-driven behavioral analytics can improve the experience of agents in the new normal.
Operations
People
Performance Management
Technology
Workforce Optimization
Artificial Intelligence
Remote Work
Technology
Working on Workforce Issues
Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions.
Operations
Workforce Management
Strategy
Technology
Workforce Optimization
Artificial Intelligence
COVID-19
Remote Work
Remote Work
Operations
From WFO to WEM
What is workforce engagement management and how does it differ from workforce optimization?
Technology
Workforce Optimization
Artificial Intelligence
Creating a Sustainable Work-from-Home Contact Center
Top tech & tools for the transition to a permanent remote-work model.
Technology
Unified Communications
Workforce Optimization
Remote Work
Technology
Games People Play
Gamification in the contact center industry is rapidly evolving from a nice-to-have to a must-have.
Technology
Workforce Optimization
COVID-19
Remote Work
Agent Motivation
Remote Work
Technology
The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers
The gig economy is heralding some of the most significant changes in workforce management in decades.
Technology
Workforce Optimization
Boost ROI by Enhancing Agent Performance
Merging neuroscience research into how people share and gain knowledge with the global scalability of the cloud.
Technology
Workforce Optimization
Coaching Automated: Improving Agent Engagement Pays Off
A Sponsored Article by Intradiem
Technology
Workforce Optimization
White Papers
Workforce Automation: The Strategic Savings Solution
A Sponsored Article by Intradiem
Technology
Workforce Optimization
White Papers
How AI Can Make the Holidays Bright
3 ways new technologies can help contact centers meet seasonal challenges.
Technology
Workforce Optimization
Artificial Intelligence
Workforce Management Evolution
A Sponsored Article by WFMSG
Technology
Workforce Optimization
White Papers
Virtual Assistants Can Be Your Agents’ Best Friends
Agent-facing bots can provide a healing balm for the knowledge- and task-related “pain points” of the frontline job.
Technology
Workforce Optimization
Executive Interview with Matt McConnell, CEO of Intradiem
Intradiem has been serving the contact center industry for almost 25 years. CEO Matt McConnell shares his insights on priorities, goals and how his company delivers savings and ROI for its customers every day.
Technology
Workforce Optimization
White Papers
Four Ways to Attract and Retain Millennial Agents
Leading WFO vendors are providing the tools to meet millennial job-seeker requirements and capitalize on their unique skill sets.
Technology
Workforce Optimization
Target Those Manual Processes with Automation
Opportunities abound for contact centers to streamline mundane tasks and painful processes.
Technology
Workforce Optimization
Assisted Service
How to Excel with Performance Management Tools and Processes
Are you using your performance management tools effectively? Drive meaningful, actionable results with more robust tools.
Technology
Workforce Optimization
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CURRENT ISSUE: February 2023
Key Trends in Agent Productivity
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