Table of Contents, August 2023

FEATURE ARTICLE
Taking WFM to the Cloud
By Brendan Read
TrialCard gained efficiencies, met challenges.

IDIOM INSIGHTS
Contact Center Leadership
By Kathleen M. Peterson
Developing a Strategic Game Plan.

COACHING
12 Tips for Effective Coaching
By Mike Aoki
How leaders can leverage it to improve agent performance and the CX.

VOICE OF CUSTOMER
Hearing Changes in the Customer Voice
By Dave Hoekstra
Feedback methods, communications changes, regulations are shaping VoC, QM.

FORECASTING
A Deep-Dive into WFM: The Forecast Algorithm
By Tiffany LaReau
The map for a functioning WFM plan in the contact center.

EXPLAINING WFM
Why WFM Matters
By Dan Smitley
Understanding what WFM is in the contact center and why it is important.

BEST PRACTICES
Tuning Your Training and Coaching
By Neal Dlin
How to get these key tasks in concert to deliver a great CX.

SUPERVISOR STAFFING
Answering the Call
By Brent Holland
How to meet changing requirements for contact center supervisors.

ARTIFICIAL INTELLIGENCE
Helping Leaders Helping Agents Helping Customers
By Josh Feast
How AI tools facilitate coaching and supervising.

TRAINING
Tuning the CX Engine
By Brendan Read
How you train then coach your agents keeps your contact center on the road.

LEADERSHIP
Put on Your Skates! The Business/Employment Climate is Changing
By Vicki Brackett
Flexible schedules, a performance mindset, KMSes, and career pathing can best tap contact center agent talent.

COACH’S CORNER
A Conversation on Coaching and Training
By Mark Pereira
Happitu’s Rob Dwyer shares his insights.