Contact Center Pipeline

Workplace Environment

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.

Eight Days a Week: The Always-On Contact Center

Customer Retention
Eight Days a Week: The Always-On Contact Center
by: Paul Stockford
Rising customer expectations are forcing organizations to adopt a 24/7 customer service model.

Creating a Collaborative Virtual Team

Operations
Creating a Collaborative Virtual Team
by: Anonym
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.

On-Demand Is In Demand

Strategy
On-Demand Is In Demand
by: Susan Hash
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

Beware… Five Signals of Customer Care Burnout!

Customer Retention
Beware… Five Signals of Customer Care Burnout!
by: Kathleen Peterson
Managing demand is vital for a healthy, thriving operation that delivers on the brand and customer

High Absenteeism? Consider Your Agents’ “Breaking Point”

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

Leveraging the Voice of the Employee to Improve Engagement

Agent Motivation
Leveraging the Voice of the Employee to Improve Engagement
by: EJ Sieracki
Adopt an agile listening approach to tap into your workforce’s powerful knowledge.

Hand-Held Technology…Bane or Boon?

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

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