Inside The Issue

Our September issue covers all major contact center management issues: coaching and training challenges, agent retention, agent experience, workforce management, generative AI, video, Canadian...

"Ultimately, the strength of your organization will be based on the quality of your people, and how well you train, promote, and treat them.” -Oded...

Do you know what I like best about our July issue? It covers all topics that enhance our customer experiences, from covering the contact...

I love our June issue. There are so many articles this month offering great advice on how to give our customers better service. If...

Welcome to our May issue. Many of the articles this month focus on security and fraud issues in our centers. Take a look at...

As I sit here reviewing the April issue prior to publication, I marvel at all the external factors affecting our centers today. Since the...

A Time to Reflect We are living in a time of more. We have more technology but less time. More connections, but we feel less...

I have always found Valentine’s Day to be one of my favorite holidays. It’s the perfect time to let people know you appreciate them,...

There is just something special about the first days of a new year. I sit here this morning, writing my message to you for...

As the year comes to a close, I want to take a moment to express my heartfelt gratitude for your continued support and loyalty....

Here in the United States, we celebrate Thanksgiving this month. Thanksgiving is important because it encourages us to pause and be mindful of the blessings...

Halloween must be coming. I am starting to see pumpkins and mums, along with bats and spider webs on front porches. Little kids are...

Aah…September. Doesn’t it almost feel like the start of the new year? Summer is behind us. Weather is turning cooler. Kids are back to...

Welcome to our August issue. We are in the midst of a very hot summer month and I have a great suggestion for keeping...

We are pleased to announce the July issue of Contact Center Magazine. Automation is top talk in our centers these days. We continue our...

We are pleased to announce the June issue of Contact Center Pipeline Magazine. As you always note from our content, we are solely dedicated...

There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer...all this to say...

Our April issue is available. We cover some of our bigger contact center challenges in our April issue. We discuss motivation, schedule flexibility, hiring,...

It's March and you know what that means... Madness is in the air! We've picked our teams and are ready to party! But that's...

I have always found Valentine’s Day to be one of my favorite holidays. It’s the perfect time to let people know you appreciate...