Operations

Operations

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.

Moving AI Agents From Pilot to Production

Artificial Intelligence
Moving AI Agents From Pilot to Production
by: Reddy Mallidi
A playbook for deploying them at scale.

Keeping the Customer Interaction Train on Track

Artificial Intelligence
Keeping the Customer Interaction Train on Track
by: Brendan Read
AI is now helping customers move forward.

Finding (and Cutting) the Hidden Telecom Costs

Visibility
Finding (and Cutting) the Hidden Telecom Costs
by: Mike Saxton
Data visibility can shed light on them.

Do Offshore BPOs Have a Future?

Planning
Do Offshore BPOs Have a Future?
by: Jeff Fettes
In an AI-first, politically volatile economy?

Turning Cost Centers into Growth Centers

Service Delivery
Turning Cost Centers into Growth Centers
by: Tony Lama
The focus is now on continuity, not channel.

How RCS Helps The Contact Center

Assisted Service
How RCS Helps The Contact Center
by: Amanda McGuckin Hager
What leaders need to know.

The Power of Proactive Customer Engagement

Service Delivery
The Power of Proactive Customer Engagement
by: Jason Fligman
Why centers should shift from reactive service.

Run Your Contact Center Like a Startup

Artificial Intelligence
Run Your Contact Center Like a Startup
by: Amber Sahdev
Here’s how with voice AI adoption.

Topics

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Making Time for Training

Every AI Handoff Is an Escalation

The Illusion of Competence

Could AI Eliminate Entry-Level Jobs?

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