Operations

How 9/11 Changed Contact Centers

How 9/11 Changed Contact Centers

The attacks increased business continuity, connectivity, remote work, and security.

by Brendan Read

Why Most CX Transformations Quietly Fail

OPERATIONS / STRATEGY / TECHNOLOGY

Why Most CX Transformations Quietly Fail

How to prevent that from happening.

by Michael Bidwell

The Hidden Cost of Thoughtload

OPERATIONS / PEOPLE

The Hidden Cost of Thoughtload

How it impacts your contact center.

by Dr. Liane Davey

Managing the Back Office Workforce

OPERATIONS

Managing the Back Office Workforce

How scheduling back office staff impacts contact centers.

by Brendan Read

Why Have a Calendar-First Appointment Platform?

OPERATIONS / TECHNOLOGY

Why Have a Calendar-First Appointment Platform?

How experts can effectively connect with customers.

by Harshal Raut, Nitu Jain and Subbu Sailappan

Sponsored

Planning for Chaos?

OPERATIONS / STRATEGY

Planning for Chaos?

There’s a smarter way.

by Nathan Stearns

The Future of CX

OPERATIONS / TECHNOLOGY

The Future of CX

It is AI-orchestrated, not AI-replaced.

by Donna Fluss

Do Agents Have The Needed Skills and Training?

OPERATIONS / PEOPLE / TECHNOLOGY

Do Agents Have The Needed Skills and Training?

Customer expectations and AI are changing requirements.

by Brendan Read

Focus on the Basics!

OPERATIONS / PEOPLE

Focus on the Basics!

Look beyond AI at the real needs and methods.

by Brendan Read

Making Time for Training

OPERATIONS / PEOPLE

Making Time for Training

How to justify having your agents off-hook/offline.

by Brendan Read

Could AI Eliminate Entry-Level Jobs?

OPERATIONS / TECHNOLOGY

Could AI Eliminate Entry-Level Jobs?

Why and how human agents can work with AI.

by Stephane Rivard

Run Your Contact Center Like a Startup

OPERATIONS

Run Your Contact Center Like a Startup

Here’s how with voice AI adoption.

by Amber Sahdev

Do Offshore BPOs Have a Future?

OPERATIONS / TECHNOLOGY

Do Offshore BPOs Have a Future?

In an AI-first, politically volatile economy?

by Jeff Fettes

Why Switch to Proactive from Reactive?

OPERATIONS / STRATEGY

Why Switch to Proactive from Reactive?

Rethinking contact center strategy.

by Jeannie Walters

Average Handle Time vs. Human Time – Part 3

OPERATIONS / PEOPLE

Average Handle Time vs. Human Time – Part 3

Finding the right balance in the CX age.

by Mark Pereira

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Most Read

How 9/11 Changed Contact Centers

by Brendan Read

Why Most CX Transformations Quietly Fail

by Michael Bidwell

The Hidden Cost of Thoughtload

by Dr. Liane Davey

Managing the Back Office Workforce

by Brendan Read

Why Have a Calendar-First Appointment Platform?

by Harshal Raut, Nitu Jain and Subbu Sailappan

Planning for Chaos?

by Nathan Stearns

The Future of CX

by Donna Fluss

Do Agents Have The Needed Skills and Training?

by Brendan Read

Focus on the Basics!

by Brendan Read

Making Time for Training

by Brendan Read

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