Current Issue

Innovative Training for the Contact Center

Practicing skills over time optimizes the process of learning, and when practice is enriched by feedback, it transforms knowledge into successful on-the-job performance.


How to Excel with Performance Management Tools and Processes

Too often, the dominant ‘tool’ is Excel, and that is not cutting it for quality monitoring feedback, performance scorecards, weekly reports or anything else the typical center needs to manage resources effectively.

Technology Workforce Optimization

Are You Ready, Willing and Able for Digital Access?

Leaders must know where processes and tools are strong, where they are weak, and most importantly, how these strengths and weaknesses impact frequency, complexity and digital readiness.

Strategy Planning

Analyticus Ubiquitous

Analytics is at the core of everything a business needs to do to succeed in the customer experience economy today.

Strategy Planning

It All Begins with Good Health

Sometimes, just negotiating with your provider may be enough to lessen the burden your employees may be facing within their daily budgets.

People Culture

Michael Rotter, Aerotek

At times, the person without direct contact center experience might be more effective.

People Hiring

Voice-First Experiences Offer Help in the Moment

Understanding the nuances of the customer contact will help determine the best interactions for voice-assisted help.

Technology Self-Service

5 Ways to Screen Job Candidates for Positive Attitude

When screening for characteristics like attitude in an interview, it’s often the follow-up questions that can shed the most light on a candidate’s disposition.

People Hiring

Does AI Make Agents Happier?

Enabling AI to perform tasks that previously required human focus and effort will free up your employees to perform more valuable work.

Technology Software Platforms

How to Put Your Machine Data to Work

To derive meaningful insights and drive relevant actions from this data, it must be organized, structured and made accessible—all on a single platform.

Technology Software Platforms

CX Strategy Nice inContact