Welcome to our August issue. We are in the midst of a very hot summer month and I have a great suggestion for keeping cool.
We are offering a significant reduction in our subscription price. Take advantage and sign up your entire team at 50% off.
Once subscriptions are in place, set up team meetings and use our various articles to lead discussion groups on your center’s processes. This month, it could be Tiffany’s article on WFM and forecasting. What about using Kathleen’s article on developing a strategic game plan. Examine the ideas presented by Mike and Neal to examine your training and coaching programs.
Okay, maybe my idea for staying cool is a bit of a reach (although your meetings would probably be inside in the air conditioning!!) but I think the idea has great merit in generating discussions with your staff for enhancing and upgrading your existing ways of doing things.
Use promo code SUMMER23 for the discount. Please enjoy our August issue!
Stay cool.
FEATURE
Taking WFM to the Cloud
By Brendan Read
TrialCard gained efficiencies, met challenges.
IDIOM INSIGHTS
Contact Center Leadership
By Kathleen M. Peterson
Developing a Strategic Game Plan.
COACHING
12 Tips for Effective Coaching
By Mike Aoki
How leaders can leverage it to improve agent performance and the CX.
VOICE OF CUSTOMER
Hearing Changes in the Customer Voice
By Dave Hoekstra
Feedback methods, communications changes, regulations are shaping VoC, QM.
FORECASTING
A Deep-Dive into WFM: The Forecast Algorithm
By Tiffany LaReau
The map for a functioning WFM plan in the contact center.
EXPLAINING WFM
Why WFM Matters
By Dan Smitley
Understanding what WFM is in the contact center and why it is important.
BEST PRACTICES
Tuning Your Training and Coaching
By Neal Dlin
How to get these key tasks in concert to deliver a great CX.
SUPERVISOR STAFFING
Answering the Call
By Brent Holland
How to meet changing requirements for contact center supervisors.
ARTIFICIAL INTELLIGENCE
Helping Leaders Helping Agents Helping Customers
By Josh Feast
How AI tools facilitate coaching and supervising.
TRAINING
Tuning the CX Engine
By Brendan Read
How you train then coach your agents keeps your contact center on the road.
LEADERSHIP
Put on Your Skates! The Business/Employment Climate is Changing
By Vicki Brackett
Flexible schedules, a performance mindset, KMSes, and career pathing can best tap contact center agent talent.
COACH’S CORNER
A Conversation on Coaching and Training
By Mark Pereira
Happitu’s Rob Dwyer shares his insights.
A special callout to our authors this month for sharing their insights and wisdom: Mike Aoki, Vicki Brackett, Neal Dlin, Josh Feast, Dave Hoekstra, Brent Holland, Tiffany LaReau, Mark Pereira, Kathleen M. Peterson, Brendan Read and Dan Smitley.
And a special thank you to each of our sponsors: 2Ring, AWS Marketplace, Calabrio, Centrical, Cognigy, eGain, HGS, Human Numbers, Khoros, Kustomer, MediaSmith, NECCF, NICE, PowerHouse, Procedure Flow, Reuters, RingCentral, Riverbed, ROI-DNA, Scorebuddy, Strategic Contact, TTEC Digital, WFH Alliance and Verint.
