Contact Center Pipeline

Workforce Optimization

How Contact Centers Can Have Available Quality Agents - Part 1

Vendor Roundtable
How Contact Centers Can Have Available Quality Agents - Part 1
by: Brendan Read
Multiple forces are constraining contact center workforces.

Gardening the CX

Case Studies
Gardening the CX
by: Brendan Read
How Stanley Black & Decker Outdoor gets the CX done.

Disruptive Disruptors Disrupting

Technology
Disruptive Disruptors Disrupting
by: Paul Stockford
Leveraging artificial intelligence (AI) to solve today’s customer and employee experience challenges.

Simplifying Multiple Channel Management

Artificial Intelligence
Simplifying Multiple Channel Management
by: Tom Mullen
Customers are interacting over more channels, challenging contact center managers.

Artificial Intelligence
Routing Right
by: Laura Sikorski
Contact centers need to focus their technologies on satisfying customers and deliver memorable CXs.

Critical Tools to Make Outbound Succeed

Artificial Intelligence
Critical Tools to Make Outbound Succeed
by: McKay Bird
Outbound customer contact is a vital component of enabling outstanding customer experiences.

Optimizing Agent Performance

Technology
Optimizing Agent Performance
by: Dr. Nima Schei
How AI-driven behavioral analytics can improve the experience of agents in the new normal.

Working on Workforce Issues

Operations
Working on Workforce Issues
by: Brendan Read
Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions.

From WFO to WEM

Artificial Intelligence
From WFO to WEM
by: Dick Bucci
What is workforce engagement management and how does it differ from workforce optimization?

Creating a Sustainable Work-from-Home Contact Center

Technology
Creating a Sustainable Work-from-Home Contact Center
by: Susan Hash
Top tech & tools for the transition to a permanent remote-work model.

Games People Play

Technology
Games People Play
by: Paul Stockford
Gamification in the contact center industry is rapidly evolving from a nice-to-have to a must-have.

The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

Workforce Optimization
The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers
by: Kelly Koelliker
The gig economy is heralding some of the most significant changes in workforce management in decades.

Boost ROI by Enhancing Agent Performance

Workforce Optimization
Boost ROI by Enhancing Agent Performance
by: William Seidman
Merging neuroscience research into how people share and gain knowledge with the global scalability of the cloud.

Coaching Automated: Improving Agent Engagement Pays Off

White Papers
Coaching Automated: Improving Agent Engagement Pays Off
by: Matt McConnell
A Sponsored Article by Intradiem

Workforce Automation: The Strategic Savings Solution

White Papers
Workforce Automation: The Strategic Savings Solution
by: Matt McConnell
A Sponsored Article by Intradiem

How AI Can Make the Holidays Bright

Artificial Intelligence
How AI Can Make the Holidays Bright
by: Kelly Koelliker
3 ways new technologies can help contact centers meet seasonal challenges.

Workforce Management Evolution

White Papers
Workforce Management Evolution
by: Daryl Gonos
A Sponsored Article by WFMSG

Virtual Assistants Can Be Your Agents’ Best Friends

Workforce Optimization
Virtual Assistants Can Be Your Agents’ Best Friends
by: Lori Bocklund
Agent-facing bots can provide a healing balm for the knowledge- and task-related “pain points” of the frontline job.

Executive Interview with Matt McConnell, CEO of Intradiem

White Papers
Executive Interview with Matt McConnell, CEO of Intradiem
by: Matt McConnell
Intradiem has been serving the contact center industry for almost 25 years. CEO Matt McConnell shares his insights on priorities, goals and how his company delivers savings and ROI for its customers every day.

Four Ways to Attract and Retain Millennial Agents

Workforce Optimization
Four Ways to Attract and Retain Millennial Agents
by: Dick Bucci
Leading WFO vendors are providing the tools to meet millennial job-seeker requirements and capitalize on their unique skill sets.

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