People

People

Average Handle Time vs. Human Time – Part 1

People

Average Handle Time vs. Human Time – Part 1

by: Mark Pereira

Finding the right balance in the CX age.

Why Screening Harder Won’t Win – Part 2

Hiring
Why Screening Harder Won’t Win – Part 2
by: April Cantwell
There is a new approach to attracting and keeping talent.

Why Platform Integrity Matters

Artificial Intelligence
Why Platform Integrity Matters
by: Rachel Lutz Guevera
How contact centers can help.

When the Voice Isn’t Human

Artificial Intelligence
When the Voice Isn’t Human
by: Rana Gujral
How to manage the growing deepfake threat.

Which Road to Take in Site Selection?

Strategy
Which Road to Take in Site Selection?
by: Brendan Read
Each route has its twists and turns.

QA Through the Agents’ Eyes

Engagement
QA Through the Agents’ Eyes
by: Mark Pereira
And how to address common issues involving them.

Why Behavioral Analytics Matter

Performance Management
Why Behavioral Analytics Matter
by: Mark Tinney
And more than ever in contact center hiring.

Why Screening Harder Won’t Win – Part 1

Strategy
Why Screening Harder Won’t Win – Part 1
by: April Cantwell
There is a new approach to attracting and keeping talent.

Is WFH Really DOA?

Strategy
Is WFH Really DOA?
by: Brendan Read
Remote/hybrid work is alive: including in contact centers.

When GenAI Should Do the Writing

Artificial Intelligence
When GenAI Should Do the Writing
by: Leslie O’Flahavan
It can help the agents and the customers.

What Contact Centers Can Learn from ATMs

Artificial Intelligence
What Contact Centers Can Learn from ATMs
by: Dina Vance
Why ATMs should make agents feel better about their jobs.

Bullying, Burnout, and Interpersonal Breakdowns

Workplace Environment
Bullying, Burnout, and Interpersonal Breakdowns
by: Joyce Odidison
Why and how they need to be addressed.

Beyond the Accent

Development
Beyond the Accent
by: Mark Pereira
How to build interaction clarity and confidence.

Accommodating the Accents

Artificial Intelligence
Accommodating the Accents
by: Brendan Read
How new AI-powered tools can improve CX.

The Hidden Accessibility Crisis

Hiring
The Hidden Accessibility Crisis
by: Matthew Elefant
Why both customers and agents with disabilities matter now.

Why Traditional Screening Misses Your Biggest Retention Risk

Turnover
Why Traditional Screening Misses Your Biggest Retention Risk
by: Jens Näsström
The overlooked factor that predicts turnover and sick leave.

The Neurodiversity Disconnect

Development
The Neurodiversity Disconnect
by: Pier Ragone
How to reconnect with excellent neurodivergent agents.

Topics

Most Recent

Average Handle Time vs. Human Time – Part 1

Why Screening Harder Won’t Win – Part 2

Why Platform Integrity Matters

When the Voice Isn’t Human

Most Popular

How to Engage and Empower the New Contact Center Workforce

Principles of an Effective Reward and Recognition Program

Time Flies When You’re Having Fun

Rewarding, Coaching and Goal-Setting