Special-Interest Knowledge Sets

Special-Interest Knowledge Sets

Each month we produce a Special-Interest Knowledge Set for members of the Magnet Program. These exclusive resources deliver research summaries, benchmark reports, white papers, articles, webcasts/podcasts, colleagues, consultants, and subject matter experts on a specific topic. Topics reflect the key priorities and special interests of our members. Knowledge Sets support better decisions, shorter implementations, and stronger programs. More than 30 Knowledge Sets are currently available to all Magnet Program members. 

Magnet Program members can request any current Knowledge Set by email to: Lon Hendrickson.


Knowledge Sets:

  • Re-Engage the Work-From-Home Workforce

  • Post Pandemic: People-Centered Perspectives and Considerations

  • Post Pandemic: Operations Strategy and Considerations

  • Fraud Prevention and Identity Verification

  • Messaging Channels and Strategies

  • Digital Transformation: Strategies and Best Practices

  • The Super Agent Strategy

  • Reducing Customer Effort

  • Social Care: Strategies and Best Practices 

  • FCR and NIA (Next Issue Avoidance)

  • Personalizing the Customer Experience

  • Proactive Customer Care / Customer Engagement

  • Chatbots and IVAs: Strategy and Impact

  • Chatbots and IVAs: Implementation Best Practices

  • AI in the Contact Center: Outlook and Impact

  • AI in the Contact Center: Getting Started

  • Knowledge Management

  • Omni-channel Insights, Expectations and Strategies

  • Customer Journey Mapping and Analytics

  • Live Chat Strategies and Best Practices

  • Customer Effort Score

  • Training Strategies and Best Practices

  • Virtual Training Programs and Strategies

  • Combating Agent Attrition

  • Hiring Strategies and Best Practices

  • The New Rules of (Employee) Engagement

  • Raising Performance Through Recognition and Reward Programs

  • Understanding CEX Measurements

  • Managing @Home Agent Programs

  • Work From Home: Operations and Management

  • Voice of the Customer Programs: Insight, Strategies and Best Practices

  • Customer Self-Service Strategies

  • Quality Programs: Evolving Strategies and Systems

  • Cost Control and Cost Reduction - Concepts and Strategies

  • Implementing Speech Analytics – Best Practices and Strategies

  • Onboarding Strategies and Programs

  • Best Practices: Managing Outsourcing Relationships

  • Expanding Analytics Beyond Speech and Text

  • Virtual Hold/Call-Back Strategies & Practices

  • Staffing and Scheduling Strategies to Handle Spikes and Surges