Top 5 Posts in July

Contact Center Pipeline Top 5 Blog Posts

This month, our readers have been interested in insights and recommendations on how best to lead and coach our hybrid teams. They have also been reading up on strategies to use AI to support the customer and agent experience. Read on to check out the top 5 blog posts from July.

12 Tips to Find Time for Coaching
Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale and employee retention. However, coaching needs to be done on a consistent basis. You wouldn’t exercise just once in a lifetime and say that you were done. The same is true for coaching agents. Frequent coaching is more effective than one big monthly or yearly review. However, where do you find time to coach? Here are 12 tips that can help:

Work from Home… Are You Sure of the Future?
In October 2021 I read that according to the Federal Trade Commission (FTC), cigarette sales were up for the first time in twenty years. My initial thought was that this was due to Work from Home (WFH). When I began to look into it, I found that in addition to increased cigarette sales, so were alcohol sales and admissions to substance abuse rehab centers. Could working from home actually cause substance abuse?

Supporting the Agent/Customer Experience
Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond.

Connecting the Machine and Human
The “Knowledge Economy” and “Age of Information” dominate all aspects of our society today. Evidence of this is demonstrated through the huge volumes of data and which are now easily accessible through big data type technologies and the use of artificial intelligence (AI).

The Four Most Important Skills for Leading Hybrid Teams
The Covid-19 pandemic created significant shifts in how we work. As businesses scrambled to set up employees to work from home, there was little time to be proactive and consider future implications.