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2025 CX Trends

Featured Article

Ensuring Quality in Anxious Times

Is it time, in these times, to move away from manual processes?

Gracious Gratitude

Gracious Gratitude In spite of it all

Using Decision Intelligence to Make Better, More Informed Decisions

Using Decision Intelligence to Make Better, More Informed Decisions Enhancing human decision-making through data-driven insights.

Integrating AI Into Your Contact Center

Integrating AI Into Your Contact Center Solid IT foundation needed to reap benefits.

Contact Center Pipeline Subscriber Exclusives

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2024 State of the Contact Center
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Taking WFM to the Cloud
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12 Tips for Effective Coaching

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Most Popular

Mpower
Cognigy eBook 20240723
How to Properly Serve Your Customers

How to Properly Serve Your Customers Getting back to basics through your contact center.

Solving the CX Calculation Discrepancy - Part 2

Solving the CX Calculation Discrepancy - Part 2 How to improve your reporting and results.

How to Clearly Hear Your Customers and Agents

How to Clearly Hear Your Customers and Agents Does your survey process need tuning?

Five9 20240826
Cloud Racers
How to Properly Serve Your Customers

How to Properly Serve Your Customers Getting back to basics through your contact center.

Solving the CX Calculation Discrepancy - Part 2

Solving the CX Calculation Discrepancy - Part 2 How to improve your reporting and results.

How to Clearly Hear Your Customers and Agents

How to Clearly Hear Your Customers and Agents Does your survey process need tuning?

HR Block

Take on any CX challenge with Pipeline+ - premium contact center analysis. Subscribe today.

Ensuring Quality in Anxious Times

Ensuring Quality in Anxious Times Is it time, in these times, to move away from manual processes?

Gracious Gratitude

Gracious Gratitude In spite of it all

Using Decision Intelligence to Make Better, More Informed Decisions

Using Decision Intelligence to Make Better, More Informed Decisions Enhancing human decision-making through data-driven insights.

Adapting to Evolving Customer Expectations How this strategy can be successful.

Upland 20231115
CX AI Realized Microsite

The Re-Invention of the Telephone Center How embracing change has led the way.

Overcoming Five Contact Center Challenges Organizations need to focus on improving CX and EX.

Connecting With Anxious Customers The cases for careful deflection, supporting preferred channels, and proactive outreach.

Verint CX Automation
Best Use Cases for AI in Contact Centers

Best Use Cases for AI in Contact Centers A sponsored article by Cognigy.

How One Agent Handles 20M Calls a Year

How One Agent Handles 20M Calls a Year A sponsored article by Cognigy.

It’s Proven - You Really Can Buy Customer Satisfaction

It’s Proven - You Really Can Buy Customer Satisfaction A Sponsored Article by NICE.

WiserOwl Helps Global Eyewear Contact Center Save Millions A Sponsored Case Study by WiserOwl

An Executive Interview with Denis Francoeur, Upland Software A Sponsored Article by Upland Software

Putting Employee Experience at the Center of Digital Transformation

An Executive Interview with Kustomer. A Sponsored Article by Kustomer

The Way Customers Communicate with Brands Is Changing A Sponsored Article by Kustomer

Boosting Agent Efficiency with Modern Channels & Automation Technology A Sponsored Article by Kustomer

Is Your Contact Center Thriving in the “New Normal”? A Sponsored Article by Verint

Building a Human Experience in the Contact Center A Sponsored Article by Slalom

What Call Center Managers Need to Know About AI Text Analytics A Sponsored Article by Scorebuddy

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation Lay the groundwork for a security-conscious remote workforce.

Going Home: For Good?

Going Home: For Good? How COVID-19 has upended BC/DR and staffing strategies

Understanding GigCX

Understanding GigCX GigCX promises scalable excellent service but how does it work?

GartnerMQ