Robert kicks off our top 5, showing us how contact center intelligence (CCI) can make our centers smarter.
Over to April, who begins her three-part series on improving your hiring practices. Part 1 focuses on the skill areas of digital and AI fluency.
Next up, Michela outlines key strategies to ensure your remote work program is successful.
Mark presents a new perspective on QA: that of the agent.
Wrapping things up, Brendan has a conversation with Lou Corbeil of NiCE about effective BCDR strategies.
Enjoy the top 5 posts in August!
How to Make Contact Centers Smarter
No matter the industry, just about every brand is trying to navigate a real-world dilemma. That is, to meet (and exceed) rising customer expectations while also managing to cut costs and boost revenues.
Why Screening Harder Won’t Win – Part 1
Contact centers must deliver more than they ever have before. Interactions are more complex, customers are less patient, products are more configurable, and channels now span voice, chat (including video), email, and social platforms.
How to Make Remote Work Actually Work
Remote agents have become the standard operating model for contact centers across North America. During the COVID-19 pandemic, remote work was the only viable option for many contact center and BPO leaders, requiring organizations to pivot quickly to support their customers’ demands.
QA Through the Agents’ Eyes
We’ve analyzed quality assurance (QA) from every possible angle: scoring models, calibration sessions, and compliance metrics. But how often do we look at QA through the eyes of the people it impacts most: the agents?
Evolving Threats, Evolving Responses
One of the constants of the human experience is coping with disasters. And as their nature changes (which is also a constant), so must our responses to them.
