LEADERSHIP
BY KATHRYN E. JACKSON
WELCOME TO OUR AUGUST ISSUE. This is“ Take an Article to Work” month!
We have published several insightful articles this month that can spark meaningful discussions in your team meetings. We explore a variety of perspectives on training and also AI. Perhaps your team can benefit from a discussion on making time for training, your training program and AI, the impact of social learning, and AI simulation training.
Or perhaps, it is time to discuss with your team technology and contact center fundamentals, the illusion of competence or leadership through transition.
We hope our articles can be the basis for good management team discussions on changes and improvements to managing your centers. We have a great team of thought leaders this month to help guide your ideas and conversations.
Have a great August,
“ GROUNDHOG DAY” IN THE CONTACT CENTER
LEARNING
PAGE 20
THE TECHNOLOGY CHANGES. THE LESSONS DON’ T.
BY TODD MORAN
PAGE 34
SCALING TACIT KNOWLEDGE IN
CONTACT CENTERS
HOW SOCIAL LEARNING CULTIVATES LIFELONG LEARNERS.
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