Table of Contents, December 2024

FEATURE ARTICLE
Gazing at the Staffing Crystal Ball
By Brendan Read; Q&A with Expert Panel
What will happen with agent recruitment and retention?

IDIOM INSIGHTS
Blueprint for a Contact Center Annual Report
By Kathleen M. Peterson
Content topics to consider for crafting a powerful Report.

EXECUTIVE INTERVIEW
Executive Interview with Cognigy's Alan Ranger
By Linda Harden
A sponsored article by Cognigy.

RESEARCH
What Do U.S. Customers Really Want From a Contact Center Interaction?
By Steve Morrell
Research findings impacting great customer experiences.

CUSTOMER EXPERIENCE
Solving the CX Calculation Discrepancy - Part 3
By Rick McGlinchey
How to improve your reporting and results.

DIGITAL TRANSFORMATION
How to Keep Up With Digital Interactions
By Aaron Schroeder
Here are three strategies to manage their rising use.

AGENT RETENTION
How To Attract and Keep Productive Agents
By Ian Aitchison
Study reveals surprising insights into job satisfaction.

TALENT MANAGEMENT
Beyond the Paycheck
By Stacey L. Oliver-Knappe
Retaining talent in today’s contact centers.

AGENT ASSESSMENT
Why Candidate Assessments Should Be Skills-First
By Stephane Rivard
How AI-based new generation tools can help.

EMOTIONAL QUOTIENT
EQ: The Contact Centers’ Secret Tool
By Sylvain Tremblay
How high emotional quotients can build customer loyalty.

EMPLOYEE MANAGEMENT
Navigating Workplace Conflicts
By Richard Birke
Here are the top seven tips for resolution.

PLANNING
Sun Tzu and the Art of Contact Center Planning
By Ric Kosiba
How strategic use of WFM can manage your center.

ARTIFICIAL INTELLIGENCE
Managing Agent Challenges
By Cláudio Rodrigues
How AI can help handle agent turnover, compliance.