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December Issue

Gazing at the Staffing Crystal Ball

Gazing at the Staffing Crystal Ball

by: Brendan Read

What will happen with agent recruitment and retention?
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Blueprint for a Contact Center Annual Report

Blueprint for a Contact Center Annual Report
Content topics to consider for crafting a powerful Report. By Kathleen Peterson
Current Issue Operations Reporting Strategy Customer Experience Planning

Executive Interview with Cognigy's Alan Ranger

Executive Interview with Cognigy's Alan Ranger
A sponsored article by Cognigy. By Linda Harden
Current Issue Technology Artificial Intelligence

What Do U.S. Customers Really Want From a Contact Center Interaction?

What Do U.S. Customers Really Want From a Contact Center Interaction?
Research findings impacting great customer experiences. By Steve Morrell
Current Issue Strategy Customer Experience People Research

Solving the CX Calculation Discrepancy - Part 3

Solving the CX Calculation Discrepancy - Part 3
How to improve your reporting and results. By Rick McGlinchey
Current Issue Operations Reporting Strategy Customer Experience

How to Keep Up With Digital Interactions

How to Keep Up With Digital Interactions
Here are three strategies to manage their rising use. By Aaron Schroeder
Current Issue Strategy Customer Experience Technology Artificial Intelligence

How To Attract and Keep Productive Agents

How To Attract and Keep Productive Agents
Study reveals surprising insights into job satisfaction. By Ian Aitchison
Current Issue People Culture Turnover Recognition Workplace Environment

Beyond the Paycheck

Beyond the Paycheck
Retaining talent in today’s contact centers. By Stacey L. Oliver-Knappe
Current Issue People Development Turnover

Why Candidate Assessments Should Be Skills-First

Why Candidate Assessments Should Be Skills-First
How AI-based new generation tools can help. By Stephane Rivard
Current Issue People Hiring Technology Artificial Intelligence

EQ: The Contact Centers’ Secret Tool

EQ: The Contact Centers’ Secret Tool
How high emotional quotients can build customer loyalty. By Sylvain Tremblay
Current Issue People Technology Assisted Service Artificial Intelligence

Navigating Workplace Conflicts

Navigating Workplace Conflicts
Here are the top seven tips for resolution. By Richard Birke
Current Issue Strategy People

Sun Tzu and the Art of Contact Center Planning

Sun Tzu and the Art of Contact Center Planning
How strategic use of WFM can manage your center. By Ric Kosiba
Current Issue Operations Workforce Management Strategy Planning

Managing Agent Challenges

Managing Agent Challenges
How AI can help handle agent turnover, compliance. By Cláudio Rodrigues
Current Issue People Turnover Technology Artificial Intelligence

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