August 2021

The Evolving Contact Center Supervisor

Table of Contents, August 2021

FEATURE ARTICLE
The Evolving Contact Center Supervisor
By Susan Hash
Redefining a pivotal leadership role for a dynamic work environment.

SPONSOR Q&A
Executive Interview with ProcedureFlow
By Linda Harden
ProcedureFlow is a revolutionary knowledge management solution that uses a visual guide to provide agents with the processes they need when they need them.

IDIOM INSIGHTS
Strategies for Promoting Contact Center Value and Visibility
By Kathleen M. Peterson
It’s time to be proactive about how others view your contact center.

THE VIEW FROM THE SADDLE
Virtual or Real? Reality Bites!
By Paul Stockford
Virtual industry events have advanced significantly in creativity, engagement and effectiveness.

ARTIFICIAL INTELLIGENCE
Low-Code/No-Code AI-Enabled Chatbots
By Jen Snell
How a DIY approach to intelligent virtual assistants is democratizing customer service delivery for all.

CUSTOMER EXPERIENCE
CX Is About to Change (Again)
By Chris Bauserman
Customer interactions are about to get a lot more complicated. Here’s how to get your team ready.

ANALYTICS & INSIGHTS
How Contact Center Insights Can Improve Enterprise Operations
By Mary Moilanen
Contact Center data and VoC insights can help to steer the entire business to the most informed decisions.

PERFORMANCE MATTERS
How Your Contact Center Agents Can Drive More Revenue
By Jessica Hocking
Empower your people to perform at their highest level and the positive results will come.

LEADING THOUGHTS
Reflections of a Contact Center Leader
By Gerry Barber
A love letter to those who serve others.

COACHING CORNER
26 Ideas for Engaging Your Contact Center Team
By Mark Pereira
Find simple ways to engage your team and show that you appreciate them.

EXECUTIVE INSIGHTS
5 Ways Contact Centers Can Best Serve Customers and Grow Their Businesses
By Sagi Eliyahu
Yesterday’s processes and technologies can no longer keep pace with today’s expectations.

SUPERIOR SERVICE
Communication Styles to Build Deeper Rapport
By Marc Carriere
A team leader’s guide for managing tough conversations.