Contact Center Pipeline

Hiring

Gazing at the Staffing Crystal Ball

Operations
Gazing at the Staffing Crystal Ball
by: Brendan Read
What will happen with agent recruitment and retention?

Why Candidate Assessments Should Be Skills-First

Artificial Intelligence
Why Candidate Assessments Should Be Skills-First
by: Stephane Rivard
How AI-based new generation tools can help.

Hire and Train to Retain - Part 2

Development
Hire and Train to Retain - Part 2
by: Neal Dlin
New hire training can go wrong: OR go right.

Hire and Train to Retain - Part 1

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

Disruption Ahead for The Contact Center Workforce – Part 2

Operations
Disruption Ahead for The Contact Center Workforce – Part 2
by: Brent Holland
Declining labor supply poses challenges and how to offset them.

Disruption Ahead for The Contact Center Workforce – Part 1

Hiring
Disruption Ahead for The Contact Center Workforce – Part 1
by: Brent Holland
Declining labor supply poses challenges and how to offset them.

Recruitment, Attrition, and COVID-19

Case Studies
Recruitment, Attrition, and COVID-19
by: Brendan Read
How Jackson National Life’s contact center responded to the challenges.

The Upcoming Recruitment Crunch

Development
The Upcoming Recruitment Crunch
by: Mike Aoki
Gen Z and phone phobia.

Surprises and Delights

Operations
Surprises and Delights
by: Michele Rowan
Work from home…15 years in review.

Contact Center Vital Signs

Hiring
Contact Center Vital Signs
by: Marilyn Saulnier
Top five recommendations for success and advancement.

Make Unlearning and Adapting a 2024 Resolution

Artificial Intelligence
Make Unlearning and Adapting a 2024 Resolution
by: Sangeeta Bhatnagar
This is a resolution that your contact center must keep.

Tapping Into Staffing Alternatives

Development
Tapping Into Staffing Alternatives
by: Mark Pereira
How these options can help meet increased customer expectations.

How Exceptional Service Drives Business Success

Development
How Exceptional Service Drives Business Success
by: Rod Brownridge
People, audience knowledge, value, and satisfaction are the gears.

Flying Through the Turbulence

Artificial Intelligence
Flying Through the Turbulence
by: Brendan Read
How contact centers can get through the stiff CX-impacting staffing and Gen Z winds.

Answering the Call

Performance Management
Answering the Call
by: Brent Holland
How to meet changing requirements for contact center supervisors.

Going Home for Talent

Operations
Going Home for Talent
by: Michelle Crotty
Providing remote work is a necessity, not an option.

Are Gig Economy Workers the Next Agents?

Hiring
Are Gig Economy Workers the Next Agents?
by: Callan Schebella
Why and how best to attract gig workers for your contact center.

Exploring the Future of Work

Operations
Exploring the Future of Work
by: Jonathan Shroyer
Why hybrid/remote including gig working is becoming the new norm.

Looking Beyond the Wrinkles

Member Exclusive
Looking Beyond the Wrinkles
by: Brendan Read
Why contact centers must retain and hire aging workers.

Comparing Contact Center Insourcing Strategies

Hiring
Comparing Contact Center Insourcing Strategies
by: Douglas Thompson
How it may be better to hire new employees than rebadging BPO staff.

How to Create a Lasting Human Experience

Strategy
How to Create a Lasting Human Experience
by: Chris McGugan
Hint: Open your mind to access talent.

Is Your Diversity Being Held Hostage?

Hiring
Is Your Diversity Being Held Hostage?
by: Ravin Shah
How relying on resumes can shackle your DEI efforts.

How to Check Writing Skills Before Hiring

Editor's Picks
How to Check Writing Skills Before Hiring
by: Leslie O’Flahavan
Having excellent writing abilities is crucial for agents and their employers.

The Future is Now … Agents in “High Demand”

Editor's Picks
The Future is Now … Agents in “High Demand”
by: Kathleen Peterson
Insights for Combating Agent Retention

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