April 2018


Scheduling Tips to Empower & Engage

By Susan Hash

Give agents more control to achieve work-life balance.

Customer Experience

Five CX Early Warning Signs

By Alok Kulkarni

Catch these problems before they impact your Net Promoter Score.

Forecast Focus

Weaknesses of an WFMer

By Tiffany LaReau

How would you answer the toughest interview question?

Idiom Insights

Lost in the Labyrinth… Customers Want Out!

By Kathleen Peterson

Many customers today feel lost in a maze of options. To maximize the customer experience, review the customer service chain within your enterprise.

Leading Thoughts

Leadership Lessons from a Last Lecture

By Mark Brody

Leaders must be lifelong learners. How to become the leader you were meant to be.

Sponsor Spotlight

Reach New Speeds to Insight with a Speech Analytics Strategic Blueprint Workshop

By MainTrax

The key to success with speech analytics hinges on preparing to operationalize it with a strategy.

Sponsor Spotlight

Why Teamwork Is the Most Important Investment You’ll Ever Make

By Stephen Pappas

The team can only win when it works like a pit crew—fast, focused and in complete harmony.

Sponsor Spotlight

Focus on Well-Being: The Benefits of Wireless Audio

By Sennheiser

Headsets have long been a key tool in improving ergonomics for call center agents.

Tech Line

Good, Fast and Cheap! Can You Really Have It All?

By Lori Bocklund

The old saying, “Good, fast, cheap… pick two” is in jeopardy in today’s diverse market.

The View from the Saddle

Rosie the Robot Meets Margo the Wine Bot

By Paul Stockford

The customer experience chatbot revolution is just getting started.