Operations

Operations

Going Beyond the Metrics

Workplace Environment

Going Beyond the Metrics

by: Kathryn E. Jackson

How to address the drain on cognitive, emotional bandwidth.

Using the Coaching Toolbox

Engagement
Using the Coaching Toolbox
by: Mark Pereira
Practical strategies to develop your agents.

Repairing Missed Customer Connections

Artificial Intelligence
Repairing Missed Customer Connections
by: Ricki Lang
How to join automation and agents.

AI Can Boost Sales and Service Performance…

Artificial Intelligence
AI Can Boost Sales and Service Performance…
by: Sindre Haaland
But only if we stop automating the wrong things.

AI Won’t Save Your Contact Center

Artificial Intelligence
AI Won’t Save Your Contact Center
by: Jeff Sheehan
First, eliminate the preventable call volume.

Moving Forward: What Will 2026 Bring For Contact Centers?

Member Exclusive
Moving Forward: What Will 2026 Bring For Contact Centers?
by: Brendan Read
Our Advisory Board shares timely insights to take into the New Year.

The “Little Bill”

Artificial Intelligence
The “Little Bill”
by: Kathleen Peterson
That says a lot.

Looking Beyond the AI Hype

Member Exclusive
Looking Beyond the AI Hype
by: Jim Iyoob
What AI can actually deliver in contact centers.

Moving to BPO-Hosted Voice AI?

Customer Experience
Moving to BPO-Hosted Voice AI?
by: Davit Baghdasaryan
Risks, reality, and the path forward.

The GPS for the CX

Planning
The GPS for the CX
by: Mike Bawn
How journey orchestration drives CX quality.

Why Trust is a Must in CX

Customer Experience
Why Trust is a Must in CX
by: Ljubiša Velikić
And why customer safety is key.

The Workforce Implications of AI

Artificial Intelligence
The Workforce Implications of AI
by: Brendan Read
The benefit of AI for agents and supervisors.

Relieving Active and Latent Customer Pain

Customer Experience
Relieving Active and Latent Customer Pain
by: Jason Barr
Why contact centers must treat both for healthy CXs.

A Blueprint to Achieve High-Performing Contact Center CX

Planning
A Blueprint to Achieve High-Performing Contact Center CX
by: Gerry Barber & Mark Russell
A step-by-step guide for a solid CX foundation.

How to Build An Amazing Onboarding Experience

Development
How to Build An Amazing Onboarding Experience
by: Tiffany N. Harris
Why it can help you retain your stars!

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.

Topics

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Going Beyond the Metrics

Using the Coaching Toolbox

Repairing Missed Customer Connections

AI Can Boost Sales and Service Performance…

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Agent Performance Metrics

Centralized Scheduling: Turning Challenges into Triumphs

Homeward Bound

Tips on Selecting and Deploying Speech Analytics