June 2017


Blending AI with Human Support

By Susan Hash

Practical applications of AI in the contact center.

Agility Factor

Differentiator Series, Part 5: Selling and Promoting the Contact Center

By Jay Minnucci

Two steps to help key decision-makers understand the value that the contact center delivers to business success.

Collections Strategy

Safeguarding Brand Reputation and Cash Flow in Debt Collection

By Gary Dorman

Each interaction presents an opportunity or risk that can impact revenue recovery and customer relationships.

Idiom Insights

Time Flies When You’re Having Fun

By Kathleen M. Peterson and Deborah Gefteas

Ideas to liven up the contact center environment and encourage learning.

Industry Outlook

5 Ways to Attract Tech-Savvy Contact Center Workers

By Tadd Wisinski

The war for talent is prompting contact centers to rethink workplace and location strategies.

Leading Thoughts

Preparing for a Growth Event

By Charles Driest

Keep your eye on the POST to help your teams manage change—and thrive.

Learning & Development

Planning for Disaster: 5 Tips for a Bulletproof Virtual Training Plan

By Benjamin Gertz

Don’t let a technical glitch interrupt the learning process.

Performance Matters

Rewarding, Coaching and Goal-Setting

By Brian Burke

Do’s and don’ts for implementing and maintaining a holistic and programmatic approach.

Tech Line

What’s Your Path and Device for Voice Communications?

By Lori Bocklund

Big decisions loom beyond the “cloud vs. premise” debate. Other critical, interlinked decisions focus squarely on voice calls.

The View from the Saddle

Homeward Bound

By Paul Stockford

The at-home agent workforce movement is gaining momentum.