People

People

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.

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 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.

“Groundhog Day” in the Contact Center

Technology
“Groundhog Day” in the Contact Center
by: Kathryn E. Jackson
The technology changes. The lessons don't.

Focus on the Basics!

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

Scaling Tacit Knowledge in Contact Centers

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

What Can Be Done to Prevent Agent Burnout?

Assisted Service
What Can Be Done to Prevent Agent Burnout?
by: Linda Harden
There are new AI-powered QM tools that can help.

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.

Average Handle Time vs. Human Time – Part 2

Performance Management
Average Handle Time vs. Human Time – Part 2
by: Mark Pereira
Finding the right balance in the CX age.

Why Screening Harder Won’t Win – Part 3

People
Why Screening Harder Won’t Win – Part 3
by: April Cantwell
There is a new approach to attracting and keeping talent.

Should Your Customers Work for You?

People
Should Your Customers Work for You?
by: Bryan Cheung
How to make automation successful so they don’t.

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