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Workforce Management

The Role of an Employer of Record in International Expansion: Key Considerations

The Ultimate 5-step Detox Programme for Contact Centre Health

Why There’s Never Been a Better Time for Channel Partners to Offer Workforce Engagement Management Solutions

Five Ways to Connect with Employees in the World of Remote and Hybrid Work

Calabrio Paves the Way for South Africa’s Cloud Contact Centre WFO Journey Alongside AWS Cape Town Launch

Workforce Wellbeing: 7 Essential Elements of an Effective Corporate Programme

Self-Scheduling: The Answer to Agent Stress in Modern Omnichannel Contact Centres

Workforce Wellbeing – What Does It Really Mean and Why Does It Matter More Than Ever?

Selecting Agent Management Solutions – Are You Asking the Right Questions?

3 Key Tips for Reaching Customers and Clients Remotely in 2021

Empower Your Workforce with a Smarter Approach to WEM

10 Tips to Help You Manage Remote Customer Service Agents

Top Tips to Managing a Remote Customer Service Team

How to Stay Close to Customers While Working From Home

Blending AI and Digital Tools with the Human Workforce to Deliver an Integrated Customer Experience

Five Times the Erlang Formula Won’t Help You

3 Ways to Embrace the Evolving World of Remote Work

Technology Failures That Are Hindering Remote Working

Contact Centre as a Service (CCaaS) and Workforce Optimisation (WFO): a Winning Combination

Customer Connect Expo 2025
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Latest Articles

  • Are You Doing Your Best to Drive Customer Service?
  • Optimizing AWS Compute and Storage for Generative AI Workloads
  • Building a Smarter Contact Centre with AI and Automation
  • The Franchise Owners Guide to Providing Outstanding Customer Care
  • Beyond the Spreadsheet: Automating Performance Reports Clients Can Trust

Customer Service News

  • 40% of Brits Willing to Pay for Human Support From Brands Over AI
  • Sabio Group’s Customers Receive Numerous Recognition at UK National Contact Centre Awards
  • TTEC Expands Strategic Partnership with Zendesk to Deliver Enhanced AI-driven Customer Experience Solutions
  • Sanas Unveils First-Ever AI-Powered Simultaneous Language Translation: Real-Time Speech-to-Speech Translation
  • French CX Leaders Embrace AI Revolution as Sabio’s Disrupt Makes Sold-Out Paris Debut

Knowledge Base

  • How Professionals Create Engaging LinkedIn Carousels Using AI Tools
  • Creating Vibrant Art Showcase Videos with CapCut Desktop
  • When Words Matter Most: My Journey Toward Earning a Letter of Recommendation That Truly Reflected Me
  • From Overwhelmed to Organized: How I Learned to Navigate Academic Pressure
  • Inside a PR Agency: Strategies That Drive Media Coverage and Influence

Manager’s Toolbox

  • What are Deming’s Fourteen Points of Management?
  • Are They Really Listening? How to Find Out and What to Do
  • What is Lewin’s Force Field Analysis?
  • How to Assess the Development Level of a Team Member
  • Why You Should Always Give People the Option of Meeting with Audio Only

About CSM

Customer Service Manager (CSM) is the leading resource for Customer Service Managers and professionals. With more than 20,000 members in 57 countries, we are dedicated to helping improve customer service worldwide!
ian-miller-proCSM is edited by Ian Miller. Please contact us with your comments, questions or suggestions.

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