Contact Center Pipeline

People Topics:

Workplace Environment

Find Success by Enhancing Employee Experience

Find Success by Enhancing Employee Experience Happy employees help to make happy customers. Current Issue People Culture Turnover Recognition Workplace Environment

How Best to Invest in Agent Retention

How Best to Invest in Agent Retention From better training to stay interviews you can retain (and attract) quality staff. Current Issue People Development Turnover Workplace Environment

Keeping Retail on the Road

Keeping Retail on the Road Personalization and agent empowerment can steer the CX in the right direction. People Workplace Environment Technology Artificial Intelligence

Exploring the Future of Work

Exploring the Future of Work Why hybrid/remote including gig working is becoming the new norm. Strategy People Hiring Workplace Environment Remote Work Operations

Looking Beyond the Wrinkles

Looking Beyond the Wrinkles Why contact centers must retain and hire aging workers. Member Exclusive Trending Operations People Hiring Culture Workplace Environment Remote Work Strategy Member Exclusive

The Benefits of Prioritizing Employee Needs

The Benefits of Prioritizing Employee Needs Making the contact center the perfect place for DEI initiatives. Operations Workforce Management People Culture Workplace Environment

Unlock the Power of Inclusion and Equity

Unlock the Power of Inclusion and Equity How DEI can free your center's true potential. Member Exclusive Trending Strategy Vision - Mission - Values People Culture Workplace Environment Member Exclusive

How AI Can Combat Staffing Challenges

How AI Can Combat Staffing Challenges These tools can also improve the CX and employee efficiency. Operations People Workplace Environment Technology Self-Service Staffing Artificial Intelligence

Hearing the Need for Audio Quality

Hearing the Need for Audio Quality Is audio the missing piece in the call center concentrations crisis? People Workplace Environment Technology Remote Work Operations

This Little Light of Mine… Keep It Shining!

This Little Light of Mine… Keep It Shining! Generate engagement momentum and fuel to “light the lights” of your frontline agents. People Engagement Culture Workplace Environment

Employee Engagement: 5 Lessons from a Pandemic

Employee Engagement: 5 Lessons from a Pandemic COVID-19 has forced employers to dig deep to deliver the empathy employees deserve. People Engagement Workplace Environment COVID-19 Remote Work Remote Work People

COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope

COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope Embrace the lessons learned during the current crisis. People Workplace Environment COVID-19 Remote Work Remote Work People

Top 5 Mistakes Companies Make with Remote Work

Top 5 Mistakes Companies Make with Remote Work The trends and key learnings that companies have experienced in recent months. Virtual Contact Centers People Workplace Environment COVID-19 Remote Work Remote Work People

Eight Days a Week: The Always-On Contact Center

Eight Days a Week: The Always-On Contact Center Rising customer expectations are forcing organizations to adopt a 24/7 customer service model. People Culture Workplace Environment Technology Software Platforms Artificial Intelligence COVID-19 Customer Retention

Creating a Collaborative Virtual Team

Creating a Collaborative Virtual Team Distance should not be a deterrent to getting the job done. Developing a high-performing virtual team begins with a caring culture, clear communication and common goals. Operations Virtual Contact Centers People Workplace Environment COVID-19 Remote Work Remote Work Operations

On-Demand Is In Demand

On-Demand Is In Demand Online talent platforms are shaping the future of work. The gig work concept is appealing to contact center agents who crave more control over their schedules Strategy Vision - Mission - Values People Workplace Environment COVID-19 Remote Work Remote Work Strategy

Beware… Five Signals of Customer Care Burnout!

Beware… Five Signals of Customer Care Burnout! Managing demand is vital for a healthy, thriving operation that delivers on the brand and customer People Workplace Environment COVID-19 Customer Retention

High Absenteeism? Consider Your Agents’ “Breaking Point”

High Absenteeism? Consider Your Agents’ “Breaking Point” For frontline agents, the lack of economic resources often makes being absent the only option. Strategy Culture People Workplace Environment

Leveraging the Voice of the Employee to Improve Engagement

Leveraging the Voice of the Employee to Improve Engagement Adopt an agile listening approach to tap into your workforce’s powerful knowledge. People Development Recognition Workplace Environment COVID-19 Agent Motivation

Hand-Held Technology…Bane or Boon?

Hand-Held Technology…Bane or Boon? Use hand-held devices appropriately to achieve proper balance. People Workplace Environment

Is Standing to Work a Game Changer for Contact Centers?

Is Standing to Work a Game Changer for Contact Centers? Sit-to-stand workstations are becoming the norm in office environments. Are they a viable option for your center? People Workplace Environment

Reducing Stress in the Contact Center

Reducing Stress in the Contact Center 5 actions to cut stress and retain agents. People Workplace Environment People management

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