Operations

The Intangible Value of Healthcare Access Centers

The Intangible Value of Healthcare Access Centers

by: Kathleen Peterson

Transforming the Patient Experience while optimizing the operational efficiency of Healthcare facilities.

Contact Center Pipeline Subscriber Exclusives

Subscriber Exclusive
Taking WFM to the Cloud
Subscriber Exclusive
12 Tips for Effective Coaching
Subscriber Exclusive
Opportunities for Contact Centers

For access to subscriber exclusives, subscribe to Contact Center Pipeline

How Contact Centers Can Have Available Quality Agents - Part 1

How Contact Centers Can Have Available Quality Agents - Part 1 Multiple forces are constraining contact center workforces. Current Issue Operations Workforce Management Technology Workforce Optimization Artificial Intelligence

Managing the Data

Managing the Data How contact centers can obtain meaningful insights from customer engagement data. Operations Technology Artificial Intelligence

What Is The New Normal?

What Is The New Normal? How the COVID-19 pandemic permanently changed customer interactions and environments. Operations Technology Unified Communications Artificial Intelligence Remote Work People

How to Write for Your Audience(s)

How to Write for Your Audience(s) Tips for communicating successfully with both executives and agents. Operations People

Do We Need Disaster Planning?

Do We Need Disaster Planning? How contact centers can best plan and respond when disasters strike. Operations Contingency Planning Strategy Remote Work People

Correct the Tech

Correct the Tech IDing technology failures and by the right parties improve results. Operations Technology

Making the Modern Contact Center

Making the Modern Contact Center How to turn the center into a compelling customer engagement method. Operations Technology Unified Communications

Taking WFM to the Cloud

Taking WFM to the Cloud TrialCard gained efficiencies, met challenges. Operations Workforce Management Technology Remote Work Strategy Editor's Picks Member Exclusive Case Study

12 Tips for Effective Coaching

12 Tips for Effective Coaching How leaders can leverage it to improve agent performance and the CX. Member Exclusive Trending Operations Strategy Customer Experience Member Exclusive

A Deep-Dive into WFM: The Forecast Algorithm

A Deep-Dive into WFM: The Forecast Algorithm The map for a functioning WFM plan in the contact center. Operations Workforce Management People

Why WFM Matters

Why WFM Matters Understanding what WFM is in the contact center and why it is important. Operations Workforce Management People

Put on Your Skates! The Business/Employment Climate is Changing

Put on Your Skates! The Business/Employment Climate is Changing Flexible schedules, a performance mindset, KMSes, and career pathing can best tap contact center agent talent. Operations Workforce Management Strategy

The Here and Now … A Most Opportune Moment

The Here and Now … A Most Opportune Moment Where the customer “interaction” or “experience” takes place. Operations Strategy Customer Experience

Opportunities for Contact Centers

Opportunities for Contact Centers Focus on empathy, wellbeing, unstructured feedback, and balance. Member Exclusive Trending Operations People Member Exclusive

Looking (ChatGPT) 4-Ward

Looking (ChatGPT) 4-Ward How ChatGPT-4 changes the customer conversation. Operations Technology Artificial Intelligence

Deploying Generative AI Just Right

Deploying Generative AI Just Right How to strike a balance between innovation and inevitable issues. Operations Technology Artificial Intelligence

Contact Center Pipeline Current Issue

CURRENT ISSUE: November 2023

Learning from the Customers

View Digital Issue

SUBSCRIBE SUBSCRIBE

Cloud Racers
Upland 20231115
NICE 300x600 Gartner 20231103
2Ring 08
DSS General

Most Recent

The Intangible Value of Healthcare Access Centers

How Contact Centers Can Have Available Quality Agents - Part 1

Managing the Data

What Is The New Normal?

Most Popular

Agent Performance Metrics

Centralized Scheduling: Turning Challenges into Triumphs

Tips on Selecting and Deploying Speech Analytics

Homeward Bound

Gartner CCaaS 728-90