November 2017


Growing Leaders

By Susan Hash

Automation brings opportunities for developing the human workforce. Ideas for closing the gap between employees’ learning needs and current L&D methods.

Agility Factor

Consultative WFM

By Jay Minnucci

Strengthen the partnership between the floor and WFM to meet objectives and maintain an engaged workforce.

Association Spotlight

PACE: Changing with the Times


A lot has changed over the past 30 years, and the Professional Association for Customer Engagement (PACE) has evolved to meet the needs of today’s contact center professionals.

Healthcare Corner

Five Obstacles to Digital Access in Today’s Healthcare Contact Centers

By Kathleen M. Peterson

The future of healthcare access is digital, but the biggest obstacles are poor processes. A baseline for assessing your digital readiness.

Industry Outlook

Smartphones Rock the Contact Center

By Dick Bucci

Innovative mobile tools that facilitate customer and employee engagement.

Inside View

TeleTech Learning and Performance

By Susan Hash

A look at award-winning and innovative training and development programs that are built, tested and lived in-house.

Leading Thoughts

The Value of Executive Management in Customer Service

By John Teeling

Be accountable to your customers, teams and organization by modeling excellent customer service behaviors.

Service Automation

The ABCs of Robotic Process Automation

By Jenni Palocsik

Interest in automation tools is growing. An introduction to Robotic process automation (RPA) and how it can work for your contact center.

Sponsor Spotlight

Are You Thankful for Your Customer Feedback Tool?

By Roger Lee

Not all customer feedback tools are created equal. Key considerations to determine whether yours will move the needle on customer experience.

Sponsor Spotlight

UC Device Management Creates Greater ROI

By Brian Brorsbøl

Unified communications has brought new capabilities to the contact center, increasing the flexibility, mobility and functionality of its workers.

Tech Line

Cloud Ushers in “New Rules” for Technology Selection

By Lori Bocklund

Prepare your team to get the most out of a streamlined procurement process.

The View from the Saddle

Contact Center Industry Gets in Step with Veterans and Military Families

By Paul Stockford

A look at two important industry programs that offer employment opportunities and support for both veterans and active-duty military.