AUGUST‘ 26
CONTENTS
FEATURE
Making Time for Training
TRAINING
Every AI Handoff Is an Escalation
AGENT PERFORMANCE
The Illusion of Competence
CONTACT CENTER EMPLOYMENT
Could AI Eliminate Entry-Level Jobs?
LEADERSHIP
“ Groundhog Day” in the Contact Center
COACHING
Focus on the Basics!
TECHNOLOGY DEPLOYMENT
Stop Deploying AI in Your Contact Center!
ARTIFICIAL INTELLIGENCE
Leading Through the AI Shift
LEARNING
Scaling Tacit Knowledge in Contact Centers
6
10
14
17
20
24
28
31
34
PUBLISHER LINDA HARDEN linda @ contactcenterpipeline. com
EDITOR BRENDAN READ brendan @ contactcenterpipeline. com
ADVISORY BOARD MIKE AOKI, Reflective Keynotes, Inc. JON ARNOLD, J Arnold Associates ELAINE AVERY, Atlantic Union Bank DR. DEBRA BENTSON, NCCCA, Alvaria User Group LORI BOCKLUND, Strategic Contact TIFFANY LAREAU, Human Numbers KATHLEEN M. PETERSON, PowerHouse Consulting, Inc. MICHELE ROWAN, Customer Contact Strategies LAURA SIKORSKI, Independent Consultant
CONTRIBUTING WRITERS CHARLIE ADAMS ANDY FREED TODD MORAN STEPHANE RIVARD
ADVERTISING SALES
MIKE AOKI KATHRYN E. JACKSON BRENDAN READ DINA VANCE
advertise @ contactcenterpipeline. com 443.909.6951
DIGITAL OPERATIONS ANDREW MASLAR
CHIEF MARKETING TECHNOLOGIST MARK KNIGHT
CREATIVE DIRECTOR ERIC JACKSON
OPERATIONS DIRECTOR MARTHA SATTERFIELD
CLIENT SOLUTIONS MANAGER BRANDI O’ NEIL
CHIEF TECHNOLOGY OFFICER, EMERITUS STEVE HARDEN
CONTACT US CUSTOMER SERVICE AND SUBSCRIPTIONS
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