Contact Center Pipeline

Culture

Gazing at the Staffing Crystal Ball

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

How To Attract and Keep Productive Agents

Workplace Environment
How To Attract and Keep Productive Agents
by: Ian Aitchison
Study reveals surprising insights into job satisfaction.

Delivering Effective Contact Center Management

Workplace Environment
Delivering Effective Contact Center Management
by: Jason Cortel
Leaders need and provide coaching, skills development, and a strong corporate culture.

Is Your Contact Center Overexercised?

Turnover
Is Your Contact Center Overexercised?
by: Kathleen Peterson
The importance of understanding the impact of underestimating and under provisioning the Contact Center.

Find Success by Enhancing Employee Experience

Workplace Environment
Find Success by Enhancing Employee Experience
by: Shiela Mie Legaspi
Happy employees help to make happy customers.

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.

Looking Beyond the Wrinkles

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

The Benefits of Prioritizing Employee Needs

Workplace Environment
The Benefits of Prioritizing Employee Needs
by: Lisa Webb Sharpe
Making the contact center the perfect place for DEI initiatives.

Turning the Tide with Trust

Culture
Turning the Tide with Trust
by: Fara Haron
Mistakes happen, so establishing trust is critical to CX.

Unlock the Power of Inclusion and Equity

Member Exclusive
Unlock the Power of Inclusion and Equity
by: Mark Pereira
How DEI can free your center's true potential.

Winning Customer and Employee Support

Case Studies
Winning Customer and Employee Support
by: Brendan Read
Here’s how Virgin Pulse won four top CCW awards.

Case Studies
From the Heart
by: Brendan Read
Heart & Stroke’s Resuscitation Support Centre supports the instructors who teach others how to save lives.

Create a Culture of Accessibility

Culture
Create a Culture of Accessibility
by: Kevin McDaniel
There are six concepts contact centers can follow to make their workplaces accessible.

7 Ideas to Build Engagement with Work-From-Home Agents

People
7 Ideas to Build Engagement with Work-From-Home Agents
by: Mike Aoki
Remote staff are at higher risk for disengagement. How to connect with and retain your WFH agents.

Becoming an Emotionally Intelligent Leader, Part 3

Culture
Becoming an Emotionally Intelligent Leader, Part 3
by: Sangeeta Bhatnagar
A look at the different factors within EQ and how they impact your influence as a leader.

How Your Contact Center Agents Can Drive More Revenue

Culture
How Your Contact Center Agents Can Drive More Revenue
by: Jessica Hocking
Empower your people to perform at their highest level and the results will come.

Leading with Compassion

Culture
Leading with Compassion
by: Mark Pereira
Compassionate leaders inspire and engage their team members.

How Do We Build Culture with Distributed Teams?

Technology
How Do We Build Culture with Distributed Teams?
by: Afshan Kinder
A strong culture provides remote team members with a sense of belonging that can counteract feelings of isolation.

Make Diversity & Inclusion an Essential Contact Center KPI

Culture
Make Diversity & Inclusion an Essential Contact Center KPI
by: Jessica Hocking
Measurable D&I goals will give leaders a vested interest in supporting initiatives, and will help employees feel valued and seen.

Becoming an Emotionally Intelligent Leader, Part 2

Culture
Becoming an Emotionally Intelligent Leader, Part 2
by: Sangeeta Bhatnagar
The interaction of intentions, focus and balanced emotions on the journey to emotional intelligence.

Embracing Agility in the Contact Center

COVID-19
Embracing Agility in the Contact Center
by: Susan Hash
Ideas to enable agile thinking in your people and culture.

This Little Light of Mine… Keep It Shining!

Workplace Environment
This Little Light of Mine… Keep It Shining!
by: Kathleen Peterson
Generate engagement momentum and fuel to “light the lights” of your frontline agents.

How to Foster Diversity & Inclusion in the Contact Center

Culture
How to Foster Diversity & Inclusion in the Contact Center
by: Susan Hash
Driving change is hard work, but the benefits far outweigh the effort.

Leading with Empathy

Culture
Leading with Empathy
by: Susan Hash
Demonstrate understanding, care and compassion for customers and employees.

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