Contact Center Pipeline

Workplace Environment

The First 90 Days Decide Everything

Workplace Environment
The First 90 Days Decide Everything
by: Kathryn E. Jackson
A people-first staffing playbook for the contact center.

The Secrets to Efficiency (and Agent Retention)

Workplace Environment
The Secrets to Efficiency (and Agent Retention)
by: Troy Plott
Balancing cognitive load generates smarter schedules.

Ferrying Excellent Customer Service

Workplace Environment
Ferrying Excellent Customer Service
by: Brendan Read
How Canada’s BC Ferries contact center helps customers to get where they are going.

Improving Healthcare Contact Center Outcomes

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

Why Learning Together is Best

Workplace Environment
Why Learning Together is Best
by: Sean Segal
The need for cohort-based learning.

How To Attract and Keep Productive Agents

Workplace Environment
How To Attract and Keep Productive Agents
by: Ian Aitchison
Study reveals surprising insights into job satisfaction.

Gracious Gratitude

Workplace Environment
Gracious Gratitude
by: Kathleen Peterson
In spite of it all

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.

Friction Isn’t the Enemy: It’s Just Misunderstood

Workplace Environment
Friction Isn’t the Enemy: It’s Just Misunderstood
by: Eric Carrasquilla & Mark Smith
How friction in your customer interactions can turn to gold.

Reinventing Workplace Connections

Operations
Reinventing Workplace Connections
by: Eric Berg & Shane Devitt
How to nurture friendships in the remote contact center era.

Moving Forward: What Will 2024 Bring For Contact Centers?

Operations
Moving Forward: What Will 2024 Bring For Contact Centers?
by: Brendan Read
Our Advisory Board shares timely insights to take into the New Year.

Find Success by Enhancing Employee Experience

Workplace Environment
Find Success by Enhancing Employee Experience
by: Shiela Mie Legaspi
Happy employees help to make happy customers.

How Best to Invest in Agent Retention

Workplace Environment
How Best to Invest in Agent Retention
by: Gregg Antenen
From better training to stay interviews you can retain (and attract) quality staff.

Keeping Retail on the Road

Artificial Intelligence
Keeping Retail on the Road
by: Brendan Read
Personalization and agent empowerment can steer the CX in the right direction.

Exploring the Future of Work

Operations
Exploring the Future of Work
by: Jonathan Shroyer
Why hybrid/remote including gig working is becoming the new norm.

Looking Beyond the Wrinkles

Member Exclusive
Looking Beyond the Wrinkles
by: Brendan Read
Why contact centers must retain and hire aging workers.

The Benefits of Prioritizing Employee Needs

Workplace Environment
The Benefits of Prioritizing Employee Needs
by: Lisa Webb Sharpe
Making the contact center the perfect place for DEI initiatives.

Unlock the Power of Inclusion and Equity

Member Exclusive
Unlock the Power of Inclusion and Equity
by: Mark Pereira
How DEI can free your center's true potential.

How AI Can Combat Staffing Challenges

Artificial Intelligence
How AI Can Combat Staffing Challenges
by: Rebecca Jones
These tools can also improve the CX and employee efficiency.

Hearing the Need for Audio Quality

Operations
Hearing the Need for Audio Quality
by: Jacobi Anstruther
Is audio the missing piece in the call center concentrations crisis?

This Little Light of Mine… Keep It Shining!

Workplace Environment
This Little Light of Mine… Keep It Shining!
by: Kathleen Peterson
Generate engagement momentum and fuel to “light the lights” of your frontline agents.

Employee Engagement: 5 Lessons from a Pandemic

People
Employee Engagement: 5 Lessons from a Pandemic
by: Candace Sheitelman
COVID-19 has forced employers to dig deep to deliver the empathy employees deserve.

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

People
COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope
by: Paul Stockford
Embrace the lessons learned during the current crisis.

Top 5 Mistakes Companies Make with Remote Work

People
Top 5 Mistakes Companies Make with Remote Work
by: Michele Rowan
The trends and key learnings that companies have experienced in recent months.

Topics