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July/August
Hopefully everyone in the contact center industry will incorporate lessons learned from Tim Russert concerning how he drew people to him and the qualities he exuded – these should be emulated in the contact center. We can all learn from the fantastic line-up of editorial presented in this issue.
Here’s a bit of a “teaser” as to what you can find in this issue: In Feature Focus, we delve into the world of data security – an absolute must in the contact center space. In Special Report, performance optimization takes center stage. Shifting gears a bit, Technology fills us in on the importance of emotion detection, while Human Capital talks about training and eLearning solutions. Expert Advice also brings to light innovative training ideas. |
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May/June
What do you think about the importance of coaching your team? Do you see any results? There is an overriding theme in this issue on the topic of coaching, and training as well. There are many new ideas and technologies today that accommodate coaching and training, so I hope you enjoy absorbing all of the knowledge imparted here and put it to good use. |
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March/April
“Nostalgia is a seductive liar.”
~George W. Ball~
Now that it’s Spring, it’s a good time to think about all of the fantastic ways you can stay current in your contact centers, take advantage of the smiles on employees’ faces, that may have been missing during the winter doldrums (a smile is priceless when it comes to helping customers), and get a leg up on ideas and ways to make improvements for the future. We have great solutions in this issue to help you do just that. |
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January/February
Ours is one of the most “people-centric” industries anywhere. So, when it comes to technology, the key is the recognition that technology enhances and elevates the function, but does not define it. I cannot tell you how many times I have been delighted to listen to the creator of the new contact center offering exude overwhelming enthusiasm over the many ways the new offering will ultimately benefit the people it was designed to help. They “get it"... |
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