2011 Editorial Calendar

MONTH EDITORIAL FOCUS

JAN

Feature: Managing Gen Y Employees | “What to Do When…”: Survival Techniques for Contact Center Disasters | Secrets to Success in Supporting Today’s Contact Center Technology | Prehire Assessment | The Workforce Manager’s Career

FEB

Feature: Home Agent Cost Comparison | Multichannel Strategy: People and Process (strategic view) | Multichannel Strategy: Tech Tools (technology view) | Recruiting through Social Media | How to Forecast without History

MAR

Feature: Dealing with FMLA Challenges | The Escalation Desk | Social Media Solutions and Applications | Customer Service Skills | WFM Assessment: Do’s and Don’ts | Customer Experience Management Strategies | WFM Best Practices

APR

Feature: Rewards & Incentives for Agent Skills Development | Transforming Agents into Knowledge Workers (strategic view) | Technologies to Transform Agents into Knowledge Workers (technology view) | Changing Agent Skill Sets | How to Make Schedules Compliant | Workforce Management Techniques

MAY

Feature: Strategies to Align the Contact Center with the Rest of the Organization| Agent Wisdom: What Agents Really Think about Your Center | Fixed Mobile Convergence | Coaching & Training Tips | A Review of WFM Reports | Web Self-Service

JUN

Feature: Critical KPIs: Pros and Cons of Key Metrics | Small-Medium Contact Center Management (strategic view) | Small-Medium Contact Center Technology (technology view) | Staffing in a Down Economy | Scheduling Basics | WFM Strategies

JUL

Feature: Best Practices for Improving Attendance| Large Contact Center Management | Outbound Contact & Alerts | The Agent Development | A Day in the Life of a WFM | Leadership Skills

AUG

Feature: Keeping a Handle on AHT: Strategies for Supporting Complex Products/Services | Coaching the Coach | Optimizing Technology Selection | Dealing with Tech-Related Stress on the Front Line | Cutting Costs with WFM | Customer-Focused Strategies

SEP

Feature: Home Agent Best Practices: A Look at Successful Programs | Self-Service: Creating Menus that Work for You and Your Customers | How to Write a Good Statement of Work when Purchasing Technology | The Self-Service/Agentless Interaction Frontier: The new role of the IVR as the intelligent front door | Coaching Skills | Forecast Accuracy & Danger | Customer Experience Management Strategies

OCT

Feature: Contact Center Motivation: Building a Fun and Productive Work Environment | The New Business/IT Relationship (strategic view) | The New Business/IT Relationship (technology view) | Call Center Careers: A Look at Evolving Roles | How to Forecast for Everything That’s Not a Phone Call | WFM Techniques | Customer Service Skills

NOV

Feature: Best Practices for Maximizing Self-Service| Reactive vs. Proactive: Integrating Proactive Contacts into an Inbound Center | What’s the Real Value in Cloud Computing? | Improving Agent Performance | Forecasting: Dealing with Data Anomalies and Holiday Factors

DEC

Feature: Executive Buy-in: How to Get the Resources Your Center Needs| What’s On Your Business Radar for 2012? (strategic view) | What’s On Your Technology Radar for 2012? (technology view) | Home Agents: Training & Motivation | WFM Best Practices | Leadership Skills