June 2018


Refining the Hiring Process

By Susan Hash

How to identify the best-fit candidates for your contact center.

Association Spotlight

NECCF - Creating a Culture of Service Success

By Michael Pace

A sneak peek at the NECCF’s annual Conference and Expo keynote and event.

Employee Engagement

Investing in Your Agents for the Long Term

By Tamara Schroer

Ideas to improve agent retention.

Idiom Insights

Lost in the Labyrinth: C-Level to Cube-Level… Making the Link

By Kathleen Peterson

Breaking down the walls of the service labyrinth can only happen at the senior executive level.

Industry Outlook

Contact Centers and the Debate over Personal Privacy

By Dick Bucci

At what point does collecting and sharing personal information intrude on an individual’s privacy? A look at U.S. privacy laws, the GDPR and implications for contact centers.

Inside View

Delta Vacations’ Customer Engagement Center

By Susan Hash

An employee-focused culture benefits customers and the business.

Performance Matters

Unhappy Agents? How to Reduce Turnover

By Pam Hynes

7 tactics to build an agent-first contact center environment.

Sponsor Spotlight

Why It's Time for Your Company to Embrace Omnichannel

By Stephen Pappas

Accuracy and consistency across channels must come from one single source of truth.

Sponsor Spotlight

What to Look for in a Secure Headset

By Sennheiser

Key factors to keep in mind when selecting office headsets for secure environments.

Strategic Staffing

The Value in Accuracy: How to Create the Right Forecast to Drive Customer Experience Success

By Kat Worman

New tools and insights provide additional visibility to better hone forecasts.

Tech Line

The Case for Technology in an Understaffed World

By Lori Bocklund

Take a fresh look at opportunities to leverage technology in your center.

The View from the Saddle

Remembering Greg Sherry

By Paul Stockford

A tribute to an industry veteran—an influence for good who inspired many.