December 2018

Recruiting for the Modern Contact Center

Table of Contents, December 2018

FEATURE ARTICLE
Recruiting for the Modern Contact Center
By Susan Hash
The competition for top talent is heating up. Attract the best job candidates with a compelling employer brand that current and potential employees want to engage and share.

TECH LINE
What’s New and What’s Next for Your Center?
By Lori Bocklund
Separating hype from reality: A look at key technology areas that can transform your contact center.

IDIOM INSIGHTS
Please Don’t Shoot the Messenger
By Kathleen M. Peterson
Contact center leaders often must be the bearers of “bad” news. Context is everything. Craft your message so that it is heard and well-received.

SPONSOR SPOTLIGHT | Verint
Could Your New Seasonal Employee Be a Robot?
By Mary Lou Joseph
Robotic process automation can be that helping hand in the contact center to eliminate tedious, time-consuming tasks, reduce hold time and after-call work, and help agents and seasonal workers onboard and get up to speed quickly.

THE VIEW FROM THE SADDLE
Change the Channel to Omnichannel
By Paul Stockford
Digital channels are growing in popularity; having an omnichannel strategy is crucial.

INSIDE VIEW
Nate Brown, UL EHS Sustainability
By Susan Hash
An industry Mover & Shaker shares his passion for the CX profession.

PERFORMANCE MATTERS
12 Tips to Find Time for Coaching
By Mike Aoki
Tried-and-true techniques to help you focus more of your time on agent development.

INDUSTRY OUTLOOK
How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities
By Chris Bauserman
Research points to growing role of digital channels, and expectations for faster, more personalized service.

LEADING THOUGHTS
Keeping Call Center Agents from Causing Legal Liabilities and Undermining Relationships
By Art Coombs
Make sure that legal disclosures are delivered clearly, accurately, optimally and at the right time, every time.

EMPLOYEE ENGAGEMENT
Improving Contact Center Operations: Happiness All Around to a “T”
By April Wiita
Ideas for a well-run customer service operation.

AUTHOR Q&A
Would You Do That to Your Mother?
By Jeanne Bliss
A Q&A with author and customer experience pioneer Jeanne Bliss.

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