Table of Contents, August 2024

FEATURE ARTICLE
Conversation With the Coach
By Brendan Read; Q&A with Mark Pereira
Insights on how to best equip agents to meet changes and challenges.

IDIOM INSIGHTS
The Fine Art of Contact Center Management – Part 2
By Kathleen M. Peterson
The five factors of Caller Tolerance.

LEADERSHIP
Delivering Effective Contact Center Management
By Jason Cortel
Leaders need and provide coaching, skills development, and a strong corporate culture.

SPONSOR SPOTLIGHT - NICE
It’s Proven - You Really Can Buy Customer Satisfaction
Presented by NICE

MANAGING CHANGE
The Re-Invention of the Telephone Center
By Dina J. Vance
How embracing change has led the way.

COACHING
Unleash the Power of Your Team!
By Kathryn E. Jackson
Full-spectrum coaching is the key.

CUSTOMER EXPERIENCE
Friction Isn’t the Enemy: It’s Just Misunderstood
By Eric Carrasquilla and Mark Smith
How friction in your customer interactions can turn to gold.

AGENT ENGAGEMENT
Attention, Agents!
By Sangeeta Bhatnagar
How to keep agents engaged during training.

ANGRY CUSTOMERS
How to Manage Angry Customers
By Eric Harne
Here are five rules in a helpful protocol.

MANAGEMENT
Overcoming Five Contact Center Challenges
By Eric Williamson
Organizations need to focus on improving CX and EX.

AGENT RETENTION
Hire and Train to Retain - Part 1
By Neal Dlin
New hire training can go wrong: OR go right.

TRAINING
Turn Training into a Competitive Advantage
By Steve Erickson
Strategies, methods, and tools that can help.

MICROLEARNING
Bolstering Training With Microlearning
By Todd Lefkowitz
How this method can improve agent L&D.