People

People

Gracious Gratitude

Workplace Environment

Gracious Gratitude

by: Kathleen Peterson

In spite of it all

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How to Transcend Customer Expectations

Engagement
How to Transcend Customer Expectations
by: Jim Davies
Customer service needs to align with brand values.

How to Lower Friction And Turnover

Artificial Intelligence
How to Lower Friction And Turnover
by: Rama Sreenivasan
Four digital tools to smooth out the agent experience.

Improving the Agent Experience

Artificial Intelligence
Improving the Agent Experience
by: Jeff Johnson
Here are several troubleshooting methods and tools.

From Efficiency To CX

People
From Efficiency To CX
by: Dina J. Vance
Why and how data-driven contact center metrics have changed.

Moving Support With Digital Ridealongs

People
Moving Support With Digital Ridealongs
by: Tom Martin
Changing service direction from deflection to connection.

Wanted Customers: Unwanted Products

People
Wanted Customers: Unwanted Products
by: Tom Behnke
How to handle customer service friction from retail returns.

Meeting Today’s Coaching, Training Challenges

Strategy
Meeting Today’s Coaching, Training Challenges
by: Brendan Read
How to manage with generations, impatient customers, AI, and remote work.

10 Reasons Why WFM Deserves a Better Name

Performance Management
10 Reasons Why WFM Deserves a Better Name
by: Tiffany LaReau
WFM doesn’t tell what it really is or does.

The Keys to WFM Success

People
The Keys to WFM Success
by: Dan Smitley
What are, and how to execute, the core values.

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.

Augmenting The Workforce

Artificial Intelligence
Augmenting The Workforce
by: Dave Singer
How AI-powered next-gen automation is driving improved experiences.

The Descent of U.K. Customer Service

Turnover
The Descent of U.K. Customer Service
by: Keith Gait
There is the opportunity to get it right.

Conversation With the Coach

Development
Conversation With the Coach
by: Brendan Read
Insights on how to best equip agents to meet changes and challenges.

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.

The Re-Invention of the Telephone Center

Artificial Intelligence
The Re-Invention of the Telephone Center
by: Dina J. Vance
How embracing change has led the way.

Unleash the Power of Your Team!

Engagement
Unleash the Power of Your Team!
by: Kathryn E. Jackson
Full-spectrum coaching is the key.

Topics

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Gracious Gratitude

How to Transcend Customer Expectations

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Improving the Agent Experience

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