Contact Center Pipeline

Performance Management

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.

Enabling Productive Solutions

Vendor Roundtable
Enabling Productive Solutions
by: Brendan Read
Digital channels, stronger CX focus, and WFA/WFH are changing the employee experiences.

“Hearing” and Heeding Today’s Customers

Technology
“Hearing” and Heeding Today’s Customers
by: Brendan Read
Digital channels, immediacy, and WFH are shaping the conversations.

Is Cost of Performance the Undiscovered X Factor?

White Papers
Is Cost of Performance the Undiscovered X Factor?
by: Linda Harden
A Q&A with WiserOwl Founder, Robert Bradshaw

Performance Management
“Spare Me”…
by: Kathleen Peterson
Agent Response to Outdated KPIs.

If I Were a Rep . . .

Performance Management
If I Were a Rep . . .
by: Kathleen Peterson
Two powerful changes we can make to support our frontline.

Easy to Get is Hard to Get Rid Of…Ode to Leo J.

Turnover
Easy to Get is Hard to Get Rid Of…Ode to Leo J.
by: Kathleen Peterson
Time to explore the possibility of “good turnover” in your center.

Closing the Engagement Capacity Gap

Artificial Intelligence
Closing the Engagement Capacity Gap
by: Dave Singer
New dynamics are challenging the ability to support winning customer experiences.

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