Contact Center Pipeline

Performance Management

Elevating Contact Center Performance

Performance Management
Elevating Contact Center Performance
by: Roman Davydov
Examples of how BI can give the lift.

Reversing the Contact Center Leadership Drift

Artificial Intelligence
Reversing the Contact Center Leadership Drift
by: Jim Rembach
How AI-enabled leadership can improve agent supervision and performance.

The Other Reason to Outsource

Culture
The Other Reason to Outsource
by: Pier Ragone
It’s not about cost. It’s about commitment.

It’s Just People

Turnover
It’s Just People
by: Charlie Adams
Leadership is about simplicity, humanity, and growth.

Improving Healthcare Contact Center Outcomes

Case Studies
Improving Healthcare Contact Center Outcomes
by: Brendan Read
How CaduceusHealth balanced costs and quality.

Gamification or Gimmick?

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

Why Contact Centers Must Embrace Enterprise Browsers

Performance Management
Why Contact Centers Must Embrace Enterprise Browsers
by: Chris Albrecht
How enterprise browsers can enhance productivity and generate savings.

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.

Managing Agent Quality Issues

Operations
Managing Agent Quality Issues
by: Brendan Read
How agents can provide excellent CX in these anxious times.

Mother, FCR, and ACR

Performance Management
Mother, FCR, and ACR
by: Ric Kosiba, Ph.D
Why FCR should be supplemented by active contact resolution.

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.

10 Reasons Why WFM Deserves a Better Name

Performance Management
10 Reasons Why WFM Deserves a Better Name
by: Tiffany LaReau
WFM doesn’t tell what it really is or does.

Delivering Effective Contact Center Management

Workplace Environment
Delivering Effective Contact Center Management
by: Jason Cortel
Leaders need and provide coaching, skills development, and a strong corporate culture.

The Re-Invention of the Telephone Center

Artificial Intelligence
The Re-Invention of the Telephone Center
by: Dina J. Vance
How embracing change has led the way.

Unleash the Power of Your Team!

Engagement
Unleash the Power of Your Team!
by: Kathryn E. Jackson
Full-spectrum coaching is the key.

Attention, Agents!

Recognition
Attention, Agents!
by: Sangeeta Bhatnagar
How to keep agents engaged during training.

Turn Training into a Competitive Advantage

Performance Management
Turn Training into a Competitive Advantage
by: Steve Erickson
Strategies, methods, and tools that can help.

Navigating the Training Maze

Turnover
Navigating the Training Maze
by: Mark Pereira
How to steer around the challenges of building a resilient team.

Coaches Need Coaching Too!

Turnover
Coaches Need Coaching Too!
by: Gerry Barber
Equip your coaches with the right tools.

The Route to Global Contact Center Success

Performance Management
The Route to Global Contact Center Success
by: Douglas Thompson
An example of how one organization improved their reach to customers worldwide.

Using Data to Improve Performance

Technology
Using Data to Improve Performance
by: Mark Pereira
How data can be used effectively in coaching and training.

Answering the Call

Performance Management
Answering the Call
by: Brent Holland
How to meet changing requirements for contact center supervisors.

How to Improve Agent Productivity

Technology
How to Improve Agent Productivity
by: Mark Pereira
How also to avoid customer-and-agent-frustrating pratfalls.

The Need for AI in Contact Centers

Artificial Intelligence
The Need for AI in Contact Centers
by: Rob McDougall
How AI can improve agent productivity when implemented correctly.

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