Our September issue covers all major contact center management issues: coaching and training challenges, agent retention, agent experience, workforce management, generative AI, video, Canadian privacy regulations, UK customer service and more. See what I mean? It’s the Contact Center Management Encyclopedia of knowledge and advice.
Summertime is now in our rear-view mirror, as well as summer vacations and summer breaks from school. Looking through our windshield, we see fall coming which means back to our more regular routines, budgetary and end-of-year operational planning.
Thank you.
Have a great month. Please enjoy.
Table of Contents, September 2024
FEATURE ARTICLE
Meeting Today’s Coaching, Training Challenges
By Brendan Read; Q&A with Mike Aoki
How to manage with generations, impatient customers, AI, and remote work.
SPONSOR SPOTLIGHT – COGNIGY
How One Agent Handles 20M Calls a Year
Presented by Cognigy
IDIOM INSIGHTS
Healthcare Contact Centers
By Kathleen M. Peterson
It’s time to shine!
WORKFORCE MANAGEMENT
10 Reasons Why WFM Deserves a Better Name
By Tiffany LaReau
WFM doesn’t tell what it really is or does.
MANAGING WFM
The Keys to WFM Success
By Dan Smitley
What are, and how to execute, the core values.
AGENT RETENTION
Hire and Train to Retain – Part 2
By Neal Dlin
New hire training can go wrong: OR go right.
AGENT EXPERIENCE
Augmenting The Workforce
By Dave Singer
How AI-powered next-gen automation is driving improved experiences.
WORKFORCE ENGAGEMENT
How AI Helps the Workforce
By Praphul Kumar
AI is becoming invaluable in workforce and customer engagement.
GENERATIVE AI
Tailoring Generative AI for the Contact Center
By Assaf Melochna
Why a vertical solution is the best choice.
RELIABILITY
The New Trifecta of Contact Center Reliability
By Ankush Gangwani
Agent experience, proactive security, and network redundancy are key.
CANADIAN PRIVACY REGULATIONS
Canadian Privacy Law Reform: Has the Train Left?
By Sara Clodman
The future of Bill C-27 is uncertain.
VIDEO
How Video Can Maximize the CX
By Paul Sparta
Video has a powerful impact on elevating engagement and loyalty.
U.K. CUSTOMER SERVICE
The Descent of U.K. Customer Service
By Keith Gait
There is the opportunity to get it right.
A special thank you to our authors this month for sharing their insights and wisdom: Ankush Gangwani, Sara Clodman, Neal Dlin, Keith Gait, Praphul Kumar, Tiffany LaReau
Assaf Melochna, Kathleen M. Peterson, Brendan Read, Alison Simpson, Dave Singer,
Dan Smitley, and Paul Sparta.
Sincere appreciation to each of our sponsors: 8×8, Calabrio, Centrical, Cognigy, Enghouse Interactive, Human Numbers, Khoros, NECCF, NICE, PowerHouse, Strategic Contact, Upland Software, and Verint.
