Ageism is arguably the oldest (in more ways than one), most pervasive, and cruelest form of stereotyping, prejudice, and discrimination. It signifies that the individual in question is no longer a contributing, hence valuable member of society and is … [Continue reading] about Looking Beyond the Wrinkles
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The Best Defense is a Good Offense
“The best defense is a good offense” is an idiom that has been applied to many fields of endeavor, including games and military combat. It is also known as the strategic offensive principle of war. Generally, the idea is that proactivity (a strong … [Continue reading] about The Best Defense is a Good Offense
Back to School…
Time flies! Here we are at Back to School time … prepping back packs, planning schedules, assigning duties, and gathering tools needed for success. Back to School is a good time to reflect on your own knowledge of Contact Center management. Are there … [Continue reading] about Back to School…
How to be Great in Workforce Management
Not all roads to WFM Training follow the same path. Here is some information to help you understand the characteristics and the differences amongst them. I. VENDOR TRAINING “An investment in knowledge pays the best interest.” —Benjamin Franklin If … [Continue reading] about How to be Great in Workforce Management
TD Bank’s New Financial Wellbeing Program
One of the key missions of banks is to help their customers understand their finances, and the choices and the products and services available, in order to help them make the best decisions. These range from opening a savings account to seeking a … [Continue reading] about TD Bank’s New Financial Wellbeing Program
Contact Center Pipeline Magazine August 2022
Walking the Walk: TD Bank’s New Financial Wellbeing Program Table of Contents, August 2022 FEATURE ARTICLEWalking the Walk: TD Bank’s New Financial Wellbeing ProgramBy Brendan ReadTD Bank’s new training program helps its contact center agents … [Continue reading] about Contact Center Pipeline Magazine August 2022
Contact Center Forecast: Increased Cloudiness?
There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed to and accessed from the cloud. Or whether they are best licensed and installed … [Continue reading] about Contact Center Forecast: Increased Cloudiness?
Continuity Starts with the Carrier
When it comes to contact center business continuity and disaster recovery (BC/DR), and cloud migratory challenges, one voice has been notably absent from the conversation: the telecom carrier. IT leaders typically view carriers as merely a means to … [Continue reading] about Continuity Starts with the Carrier
Three Ways to Assure Business Continuity
The name of the game for today’s modern enterprise: resiliency. Today, almost every type and size of business across all industries must navigate global supply chain disruptions, economic turbulence, and record-setting employee resignations – all … [Continue reading] about Three Ways to Assure Business Continuity
Do We Know Clouds (Contact Centers)?
“I’ve looked at clouds from both sides nowFrom up and down and still somehowIt’s cloud’s illusions I recallI really don’t know clouds at all”—Joni Mitchell (Both Sides Now) The hosted cloud, with solutions and also data on third-party networked … [Continue reading] about Do We Know Clouds (Contact Centers)?