Current Issue

Deliver a More Personalized Experience

We don’t need to become Amazon. We need to be great at what we’re great at.

Strategy Customer Experience

Time to Try Omnichannel… Again

Few can truly rebuild, but you can get on a cohesive path instead of just adding the next channel in isolation.

Technology Omnichannel

A Memo About Your Demo

When a proposal has been submitted and the vendor selected to move to the next level of the purchase process, isn’t it a good idea to focus on what was proposed?

Technology Vendor - Management

Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

‘Future-ready’ includes the capability to deliver superior service by whatever channels members choose to reach their credit unions.

Technology Omnichannel White Papers

Cognitive Collaboration, Artificial Intelligence and Music Nerds

Initially, the big focus was on replacing resources but the real action will be in agent augmentation, where technology and humans work hand-in-hand to deliver better experiences.

Technology Artificial Intelligence

Aryka Berry, Origami Owl

The most important thing you can do is accept positive and negative criticism of yourself. It builds trust.

People Culture

Hiring for Retention: Using AI to Predict Which Job Candidates Will Be Successful

BPVA technology doesn’t track personalities per se. Rather, it tracks personality patterns as measured on scales such as risk-taking, well-being, conscientiousness, positive behaviors and coping abilities.


Managing Different Personalities: The Platinum Rule

In order to follow the Platinum Rule, you must first understand your team’s personalities and how they prefer to be managed.

People Performance Management

Making AI Work in the Contact Center

Investing in AI without an outcome-oriented plan in place can have significant consequences for your business.

Technology Artificial Intelligence

Say Goodbye to Agent Turnover, Not Your Agents

A typical call center supervisor may review five calls per agent per month, but that same agent may have handled over 1,000 interactions during that same time frame.

Technology Staffing

Engage Your Agents to Turn Around an Underperforming Contact Center

Getting people to believe in an organization starts with having a vision of what the organization is going to accomplish.

People Performance Management

A Q&A with the Contact Center Virtual Summit’s Jim Rembach

When you take into consideration the learning options for people, the cost, the time they require to be offline from work or away from home, a virtual conference makes total sense.

People Development White Papers

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