Operations

Operations

How 9/11 Changed Contact Centers

Strategy

How 9/11 Changed Contact Centers

by: Brendan Read

The attacks increased business continuity, connectivity, remote work, and security.

The Future of CX

Artificial Intelligence
The Future of CX
by: Donna Fluss
It is AI-orchestrated, not AI-replaced.

Managing the Back Office Workforce

Performance Management
Managing the Back Office Workforce
by: Brendan Read
How scheduling back office staff impacts contact centers.

The Hidden Cost of Thoughtload

Workplace Environment
The Hidden Cost of Thoughtload
by: Dr. Liane Davey
How it impacts your contact center.

Do Agents Have The Needed Skills and Training?

Turnover
Do Agents Have The Needed Skills and Training?
by: Brendan Read
Customer expectations and AI are changing requirements.

Planning for Chaos?

Workplace Environment
Planning for Chaos?
by: Nathan Stearns
There’s a smarter way.

Why Most CX Transformations Quietly Fail

Assisted Service
Why Most CX Transformations Quietly Fail
by: Michael Bidwell
How to prevent that from happening.

Why Have a Calendar-First Appointment Platform?

People
Why Have a Calendar-First Appointment Platform?
by: Harshal Raut, Nitu Jain, & Subbu Sailappan
How experts can effectively connect with customers.

Making Time for Training

Performance Management
Making Time for Training
by: Brendan Read
How to justify having your agents off-hook/offline.

Every AI Handoff Is an Escalation

Workplace Environment
Every AI Handoff Is an Escalation
by: Mike Aoki
Is your training ready?

The Illusion of Competence

Workplace Environment
The Illusion of Competence
by: Dina Vance
Why knowledge alone does not drive performance.

Could AI Eliminate Entry-Level Jobs?

Artificial Intelligence
Could AI Eliminate Entry-Level Jobs?
by: Stéphane Rivard
Why and how human agents can work with AI.

Focus on the Basics!

Workplace Environment
Focus on the Basics!
by: Brendan Read
Look beyond AI at the real needs and methods.

Stop Deploying AI in Your Contact Center!

Artificial Intelligence
Stop Deploying AI in Your Contact Center!
by: Charlie Adams
Until you’ve read this article.

Scaling Tacit Knowledge in Contact Centers

Workplace Environment
Scaling Tacit Knowledge in Contact Centers
by: Todd Moran
How social learning cultivates lifelong learners.

Average Handle Time vs. Human Time – Part 3

People
Average Handle Time vs. Human Time – Part 3
by: Mark Pereira
Finding the right balance in the CX age.

Why Switch to Proactive from Reactive?

Planning
Why Switch to Proactive from Reactive?
by: Jeannie Walters
Rethinking contact center strategy.

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How 9/11 Changed Contact Centers

The Future of CX

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