Call Center Agent Appreciation

”My Husband Just Died“: What Will Your Agents Do Next?

Jim Rembach
Frontline Coaches

Frontline Coaches: Ask Don’t Tell

Susan Hash
A Day in the Contact Center

A Day in the Contact Center with LINDSEY ANSLOW

Pipeline
WFM on a Mac

WFMing on a Mac and in Excel Without Add-Ins

Tiffany LaReau
Why Training Matters

Why Training Matters: Linking Training Program Success to Larger Company Goals

Eric Berg
Map Your Customer’s Journey

Map Your Customer’s Journey

Janet LeBlanc
Slow service

What Causes Slow Service?

Jay Minnucci
Co-Create-Experience

Co-Create an Experience that Customers Value

Susan Hash
Keeping Core Values

Keeping Core Values Top of Mind

Susan Hash
Training Aligned

Is Your Contact Center Training Aligned with Organizational Goals?

Susan Hash
Recruiting and Retaining Talent

Recruiting and Retaining Top Talent

Susan Hash
long-term-view

Taking a Long-Term View of Culture Change

Susan Hash
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