July 2017


Creating Career Paths for Agents

By Susan Hash

Upskill your agents to fill talent gaps within and outside of the contact center.

Agility Factor

To a More Cost-Efficient 2018

By Jay Minnucci

Three improvements that are quick to implement and offer potentially significant cost savings.

Data Security

Three Security Myths About Moving to the Cloud

By Austin Messer

Recent research dispels common misconceptions about keeping sensitive data safe.

Healthcare Corner

Survey Says Healthcare Contact Centers = Adventureland

By Kathleen M. Peterson

Findings from a recent poll of healthcare contact center leaders reveal top challenges.

Inside View

DAT Solutions

By Susan Hash

Award-winning center’s secret sauce: Professional development, caring culture and “Customers for Life” core value.

Leadership Q&A

Q&A with Bob Furniss

By Susan Hash and Bob Furniss

ICMI’s Lifetime Achievement Award recipient discusses a career fueled by passion to help others succeed.

Special Report

Workforce Optimization Survey: Time for the Next Level

By Lori Bocklund

Findings from the 2017 WFO Survey reveal that contact centers often fall short in using technology effectively and driving value.

Tech Line

Measuring Contact Center Effectiveness

By Brian Hinton

Metrics processes and tools—and the associated reporting and analytics—must evolve to account for the center’s exigency to be efficient and effective.

The View from the Saddle

At the Intersection of the Contact Center and the Autism Spectrum

By Paul Stockford

Many autistic millennial workers have the potential to excel in digital communication roles.