People

People

Answering the Challenges

Strategy

Answering the Challenges

by: Brendan Read

Our Advisory Board shares timely insights into key contact center issues.

Optimizing Workforce Management – Part 1

People
Optimizing Workforce Management – Part 1
by: Mark Pereira
Strategies for efficiency that strive for customer satisfaction.

It’s Just People

Turnover
It’s Just People
by: Charlie Adams
Leadership is about simplicity, humanity, and growth.

Mission Culture vs. Trench Culture

Turnover
Mission Culture vs. Trench Culture
by: Annette Franz
Bridging the gap between what is said and how work is done.

Improving Healthcare Contact Center Outcomes

Case Studies
Improving Healthcare Contact Center Outcomes
by: Brendan Read
How CaduceusHealth balanced costs and quality.

Meeting Digital-First Customer Expectations

Artificial Intelligence
Meeting Digital-First Customer Expectations
by: Sharon Oatway
A guide for call center leaders.

How to Defend Training in Turbulent Times

Artificial Intelligence
How to Defend Training in Turbulent Times
by: Mike Aoki
Using corporate language and leveraging AI can help thwart budget-cutters.

Tapping the Power of Culture – Part 2

Culture
Tapping the Power of Culture – Part 2
by: Mark Pereira
How CQ can connect with customers.

Gamification or Gimmick?

Engagement
Gamification or Gimmick?
by: Shane Devitt
Can gamification truly enhance performance?

AI Is Coming to Your Contact Center

Artificial Intelligence
AI Is Coming to Your Contact Center
by: Dave Rennyson
Are you ready?

Using AI to Create Super Agents

Artificial Intelligence
Using AI to Create Super Agents
by: Rob McDougall
These agents can also address AI issues.

Making the Most of Idle Time

Development
Making the Most of Idle Time
by: Jennifer Lee
Automation can help agents and improve CXs.

Rethinking Training and Coaching

Artificial Intelligence
Rethinking Training and Coaching
by: Brendan Read
Staff development must now incorporate and use AI.

Why Learning Together is Best

Workplace Environment
Why Learning Together is Best
by: Sean Segal
The need for cohort-based learning.

Why Inclusive Hiring = Success

Turnover
Why Inclusive Hiring = Success
by: David Sudolsky
And contact centers can show the way.

AI Agents and Human Agents – Better Together?

Artificial Intelligence
AI Agents and Human Agents – Better Together?
by: Jon Arnold
Can Agentic AI help them live happier ever after?

Tapping the Power of Culture – Part 1

Culture
Tapping the Power of Culture – Part 1
by: Mark Pereira
How CQ can connect with customers.

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