February 2023

Key Trends in Agent Productivity

Table of Contents, February 2023

FEATURE ARTICLE
Key Trends in Agent Productivity
By Brendan Read
How contact centers can get on top of critical operations factors.

SPONSOR WALL OF FAME
Cognigy
By Contact Center Pipeline
In recognition and appreciation to Cognigy, our February 2023 Wall of Fame Sponsor.

IDIOM INSIGHTS
The Path to Healthcare ACCESS … Trends for 2023
By Kathleen M. Peterson
2023 is the year of Healthcare stabilization.

AGENT SKILLS
How to Check Writing Skills Before Hiring
By Leslie O’Flahavan
Having excellent writing abilities is crucial for agents and their employers.

TRANSCRIPTION
Saving Steps With Single-Step Transcription
By Davide Petramala
How this next-gen solution eases agent burdens.

NOTE TAKING
Take Note…
By Kevin Terrell
How automated note-taking can improve productivity.

PAYROLL
WFM+Payroll Working Together
By Todd Cotharin
How integration of these systems can spark productive contact center change.

TRAINING AND COACHING
Avoiding the 5 Training and Coaching Fails
By Neal Dlin
The key reasons why these programs don’t work and what can be done.

TALENT
How Tech Can Help Meet Staffing Needs
By Devon Mychal
Three tools that can develop and retain top talent.

AGENT PRODUCTIVITY
How to Improve Agent Productivity
By Mark Pereira
How also to avoid customer-and-agent-frustrating pratfalls.

DESKTOP EXPERIENCE
It’s Definitely Time to Rethink the Agent Desktop Experience
By Boris Grinshpun
Is a complicated desktop hindering your agents?

ARTIFICIAL INTELLIGENCE
The Need for AI in Contact Centers
By Rob McDougall
How AI can improve agent productivity when implemented correctly.

VIDEO
Seeing Productivity
By Eitan Cohen
Why and how to leverage video for customer contact.

VENDOR ROUNDTABLE
Enabling Productive Solutions
By Brendan Read
Digital channels, stronger CX focus, and WFA/WFH are changing the employee experiences.