White Papers

Suppliers share their story, in their own words, about how their products and services can help you accomplish your objectives.

The Emotion Connection

Emotion is ‘a complex reaction pattern, involving experiential, behavioral and physiological elements.’

Strategy Customer Experience


Change Management May Be the Most Important Part of Your Next Project

Change practitioners act as translators between the technical and people sides of a solution, connecting the solution to the day-to-day impact on agents and how they successfully bring that to...

Strategy


Strategic Communication: Techniques of Best-in-Class Voice Interactions

The key to all voice interactions is to reflect positivity and optimism by using words and phrases that build, not break.

People Performance Management


The Roarin' Twenties Redux

The more I researched the Roarin’ Twenties of a century ago, the more I began thinking that we may be on the cusp of a Roarin’ Twenties of our own. This could be a decade that defines the current...

Technology


Women in Leadership: How to Succeed—and Lead—in the Contact Center Industry

In honor of International Women’s Day, Mike Aoki interviews 5 industry executives who share their early leadership challenges, achievements and advice.

Strategy


Results-Focused Leadership—the Catalyst for CX Transformation

A results-focused CX leader knows the way forward should be mapped out in advance. Goals and roles should be clear. The performance framework should be systematic and measurable.

Strategy Customer Experience


Giving Tenure Vs Merit Increases Erodes Productivity in Your Agents

The current pay structure in many contact centers encourages minimum performance and the accumulation of increased pay through tenure not merit.

People


5 Reasons You Shouldn’t Be Scared to Write to Customers in Social Media

Social care has forced companies to learn to take their customers’ perspective as-is, without pushing back.

Strategy


Tips for Attracting More (and Better!) Agents in a High-Employment Economy

Utilize always-on technology that lets candidates complete interviews online at their convenience, often at times when recruiters aren’t working.

People Hiring


Transform Your CX from Good to Great by Treating Your Agents Right

The study found that the number of channels agents are balancing is the second most common stressor (67%), just behind the amount of paid time off they receive (75%).

Technology Omnichannel


Executive Interview with LogMeIn’s Ryan Lester

There are so many opportunities in these little moments that customers have when they’re calling into a contact center or engaging with a frontline employee to make things better—and that’s what...

Technology Artificial Intelligence White Papers


Upgrade Your Customer Surveys

Why devote so many resources to delivering a quality service experience only to fumble the final touchpoint?

People Performance Management


Nothing Ventured, Nothing Gained

Sometimes it feels safer to discuss, evaluate and delay rather than decide, act and move forward.

Strategy Planning


Turning Up the Heat on the Contact Center: A Fireside Chat

Without a doubt, 2020 will surface more ways, both practical and innovative, to leverage AI and improve both customer and employee experience.

Technology


Inside View: Televerde’s Prison Workforce Development Program

Not everybody is ready to face themselves and to move beyond the things that got them incarcerated in the first place. But many people are, and Televerde gives them that chance.

People Development


Build a Wallboard