CONTENTS FEBRUARY 25
FEATURE
Managing Agent Quality Issues
SPONSOR SPOTLIGHT - REGAL
A No-BS Guide to Rescuing Your Contact Center with AI
COACH ’ S CORNER
Ensuring Employee Engagement
BENCHMARKING
The Power of Cross-Industry Benchmarking
TIME UTILIZATION
The Hidden Power of Time
DATA MANAGEMENT
Harnessing the Power of Data and Analytics - Part 2
AGENT WELLBEING
Excellent Wellbeing for Exceptional CX
AGENT PRODUCTIVITY
Supercharging Agent Productivity
METRICS
Which “ MetriCX ” Matter ?
FIRST CONTACT RESOLUTION
Mother , FCR , and ACR
STRATEGY
Mastering Outbound Contact Center Management
AGENT PERFORMANCE
Achieving Performance and Productivity Gold
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RIC KOSIBA |
MATT MCKERNAN |
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MARK PEREIRA |
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DAVE SINGER |
DINA J . VANCE |
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