AUGUST 2024

SPONSOR SPOTLIGHT | NICE PAGE 18

10	PIPELINE PUZZLE SIGNAL TO NOISE	14	LEADERSHIP DELIVERING EFFECTIVE CONTACT
			CENTER MANAGEMENT

IDIOM INSIGHTS THE FINE ART OF CONTACT CENTER MANAGEMENT – PART 2

MANAGING CHANGE THE RE-INVENTION OF THE TELEPHONE CENTER

CONVERSATION WITH THE COACH INSIGHTS ON HOW TO BEST EQUIP AGENTS TO MEET CHANGES AND CHALLENGES .

BY BRENDAN READ , CONTACT CENTER PIPELINE ; Q & A WITH MARK PEREIRA

PAGE 6

ILLUSTRATION PROVIDED BY ADOBE IMAGES

COACHING UNLEASH THE POWER OF YOUR TEAM !	AGENT ENGAGEMENT ATTENTION , AGENTS !	ANGRY CUSTOMERS HOW TO MANAGE ANGRY CUSTOMERS	MANAGEMENT OVERCOMING FIVE CONTACT CENTER CHALLENGES
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