Contact Center Pipeline

Workplace Environment

The Hidden Cost of Thoughtload

Workplace Environment
The Hidden Cost of Thoughtload
by: Dr. Liane Davey
How it impacts your contact center.

Planning for Chaos?

Workplace Environment
Planning for Chaos?
by: Nathan Stearns
There’s a smarter way.

Every AI Handoff Is an Escalation

Workplace Environment
Every AI Handoff Is an Escalation
by: Mike Aoki
Is your training ready?

The Illusion of Competence

Workplace Environment
The Illusion of Competence
by: Dina Vance
Why knowledge alone does not drive performance.

Focus on the Basics!

Workplace Environment
Focus on the Basics!
by: Brendan Read
Look beyond AI at the real needs and methods.

Scaling Tacit Knowledge in Contact Centers

Workplace Environment
Scaling Tacit Knowledge in Contact Centers
by: Todd Moran
How social learning cultivates lifelong learners.

What Can Be Done to Prevent Agent Burnout?

Assisted Service
What Can Be Done to Prevent Agent Burnout?
by: Linda Harden
There are new AI-powered QM tools that can help.

Which Road to Take in Site Selection?

Strategy
Which Road to Take in Site Selection?
by: Brendan Read
Each route has its twists and turns.

Bullying, Burnout, and Interpersonal Breakdowns

Workplace Environment
Bullying, Burnout, and Interpersonal Breakdowns
by: Joyce Odidison
Why and how they need to be addressed.

Going Beyond the Metrics

Workplace Environment
Going Beyond the Metrics
by: Kathryn E. Jackson
How to address the drain on cognitive, emotional bandwidth.

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

Case Studies
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.

Topics