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I have 25 years management experience in contact centers and find the articles that are published both interesting and informative. Highly recommended.

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AI Agent Handbook 20250312

Where WFH is Going

Featured Article

Where WFH is Going

AI may show the way.

The Case for Preparedness

The Case for Preparedness Expert Witness Insights for Contact Centers

The Great Contact Center Standoff

The Great Contact Center Standoff Customers Want Humans, Businesses Push Automation—Who Wins?

Ready for the Next Disaster?

Ready for the Next Disaster? Steps contact centers can take.

Making Remote Work Successful

Making Remote Work Successful Employee choice, development, engagement are key.

The Contact Center Talent Crisis – Part 2

The Contact Center Talent Crisis – Part 2 And how hiring underrepresented (and diverse) workforces can help.

Remotely Engaging

Remotely Engaging How best to connect remote call center teams.

The Remote Transformation

The Remote Transformation How AI-driven technologies are helping to achieve it.

AI to the Rescue

AI to the Rescue How AI can help manage disaster risks and events.

The (Quiet) Secret to Agent Productivity

The (Quiet) Secret to Agent Productivity How headsets help agents perform their best.

Managing The Quality

Managing The Quality What tech outages can teach contact centers.

Keeping Remote Agents Passionate About Their Jobs

Keeping Remote Agents Passionate About Their Jobs How one company successfully engages with its virtual (and global) contact center workforce.

Contact Center Pipeline Subscriber Exclusives

Subscriber Exclusive

Moving Forward: What Will 2025 Bring For Contact Centers?

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2025 Trends in WFM

Subscriber Exclusive

Taking WFM to the Cloud

Sponsored Content

Make Every Interaction Feel Better Than Expected

Sponsored by:

Gartner® Top 2025 Predictions: Ride the AI wave to the future

Gartner® Top 2025 Predictions: Ride the AI wave to the future AI is reshaping everything, from business operations to organizational structures.

Boost your e-commerce conversion rates

Boost your e-commerce conversion rates Buyers demand seamless and personalized CX most e-commerce can’t provide. Now you can.

The Road to a Better Citizen Experience

The Road to a Better Citizen Experience San Diego County’s Health and Human Services agency boosts citizen satisfaction by 445%.

Leading the Government Evolution Around Citizen Experience

Patient Experiences Solutions for Healthcare Providers and Payers

Meet the Future of CX Automation: CXone Mpower Proactive AI Agent

The Next Generation of Customer Service is One Unified AI Platform

Regal 20240107-01

Most Popular

Supercharging Agent Productivity

Ensuring Employee Engagement

Moving Forward: What Will 2025 Bring For Contact Centers?

Is CX Improving? Or Declining?

How to Enhance the Human Touch

Managing Agent Quality Issues

A No-BS Guide to Rescuing Your Contact Center with AI

Excellent Wellbeing for Exceptional CX

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Where WFH is Going

Where WFH is Going AI may show the way.

The Case for Preparedness

The Case for Preparedness Expert Witness Insights for Contact Centers

Ready for the Next Disaster?

Ready for the Next Disaster? Steps contact centers can take.

Remotely Engaging How best to connect remote call center teams.

AI to the Rescue How AI can help manage disaster risks and events.

Managing The Quality What tech outages can teach contact centers.

Keeping Remote Agents Passionate About Their Jobs How one company successfully engages with its virtual (and global) contact center workforce.

Now Hear This! New Measures for Contact Centers

When English Is Not Your Customers’ First Language Writing simply, aided with visuals and links, is key.

Why Women Are Better Cold Callers Women bring unique strengths but face challenges.

The Power of Cross-Industry Benchmarking How benchmarking drives innovation and performance.

The Hidden Power of Time Mastering the basics to transform your call center.

Harnessing the Power of Data and Analytics - Part 2 How AI is making a difference for contact center data management.

AI Agent Handbook 20250312

InGenius Genesys Engage

Where WFH is Going

Where WFH is Going AI may show the way.

The Case for Preparedness

The Case for Preparedness Expert Witness Insights for Contact Centers

Ready for the Next Disaster?

Ready for the Next Disaster? Steps contact centers can take.

Keeping Remote Agents Passionate About Their Jobs How one company successfully engages with its virtual (and global) contact center workforce.

Speaking The Customers’ Language(s) Multilingual agents and AI can help.

Vision 2025 Key Contact Center Business Goals

The Contact Center Talent Crisis – Part 1 And how hiring underrepresented (and diverse) workforces can help.

How To Combat Agent Burnout and Attrition Leverage AI to manage these critical issues.

Solving the Knowledge Crisis How technology can address this critical issue.

Three Ways AI is Changing The Contact Center Delivering better CX through happier, more effective agents.

How AI Can Help Solve Hiring Challenges Labor market changes make using new tools imperative.

Managing Agent Quality Issues How agents can provide excellent CX in these anxious times.

Ensuring Employee Engagement How to reinforce your agents’ links to your brand and customers.

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

Cognigy eBook 20240723

The Case for Preparedness

The Case for Preparedness Expert Witness Insights for Contact Centers

The Great Contact Center Standoff

The Great Contact Center Standoff Customers Want Humans, Businesses Push Automation—Who Wins?

Ready for the Next Disaster?

Ready for the Next Disaster? Steps contact centers can take.

Making Remote Work Successful Employee choice, development, engagement are key.

The Contact Center Talent Crisis – Part 2 And how hiring underrepresented (and diverse) workforces can help.

Speaking The Customers’ Language(s) Multilingual agents and AI can help.

Now Hear This! New Measures for Contact Centers

When English Is Not Your Customers’ First Language Writing simply, aided with visuals and links, is key.

Vision 2025 Key Contact Center Business Goals

The Contact Center Talent Crisis – Part 1 And how hiring underrepresented (and diverse) workforces can help.

Why Augmented/Virtual Reality Are the Future Here are three compelling reasons.

Why Women Are Better Cold Callers Women bring unique strengths but face challenges.

The Three Key Customer Service Trends Generational differences, AI, and video drive them.

Which “MetriCX” Matter? The “fo(u)remost” important CX metrics to consider.

Upland 20231115

AI Agent Handbook 20250312

Where WFH is Going

Where WFH is Going AI may show the way.

The Great Contact Center Standoff

The Great Contact Center Standoff Customers Want Humans, Businesses Push Automation—Who Wins?

The Remote Transformation

The Remote Transformation How AI-driven technologies are helping to achieve it.

AI to the Rescue How AI can help manage disaster risks and events.

The (Quiet) Secret to Agent Productivity How headsets help agents perform their best.

Managing The Quality What tech outages can teach contact centers.

Speaking The Customers’ Language(s) Multilingual agents and AI can help.

Vision 2025 Key Contact Center Business Goals

Why Augmented/Virtual Reality Are the Future Here are three compelling reasons.

How To Combat Agent Burnout and Attrition Leverage AI to manage these critical issues.

Solving the Knowledge Crisis How technology can address this critical issue.

The Three Key Customer Service Trends Generational differences, AI, and video drive them.

Three Ways AI is Changing The Contact Center Delivering better CX through happier, more effective agents.

Human Over Hype The reality behind AI in the contact center.

New Year, Evolved Challenges, Compelling Priorities What is top of mind in your center?

Getting Past the AI Hype How AI can realistically improve the CX.

Verint 300x250 20250116

A No-BS Guide to Rescuing Your Contact Center with AI

A No-BS Guide to Rescuing Your Contact Center with AI A sponsored article by Regal.

Human Over Hype

Human Over Hype The reality behind AI in the contact center.

Executive Interview with Cognigy's Alan Ranger

Executive Interview with Cognigy's Alan Ranger A sponsored article by Cognigy.

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

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

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

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

Putting Employee Experience at the Center of Digital Transformation

Upskilling Contact Center Agents with Simulation Training A Sponsored Article by Zenarate

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 Cost of Performance the Undiscovered X Factor? A Q&A with WiserOwl Founder, Robert Bradshaw

Vision 2025

Vision 2025 Key Contact Center Business Goals

Predictions for the U.S. Contact Center Industry in 2025

Predictions for the U.S. Contact Center Industry in 2025 Research findings provide a look ahead.

What Do U.S. Customers Really Want From a Contact Center Interaction?

What Do U.S. Customers Really Want From a Contact Center Interaction? Research findings impacting great customer experiences.

Can Contact Centers Mitigate Fraud Risks? Fraud is rampant, but steps can be taken to thwart threats.

Work from Home Survey Results Monitoring the Current Trends of Remote Work Programs.

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges! Trouble hiring? Workload increasing? High attrition? You are not alone!

What Is Your Customer-Centric DNA? Key findings from the 2020 North American Study on Customer Centricity.

Contact Center Challenges and Priorities for 2021: A Year Like No Other Findings from our sixth annual survey reveal the need for agility going forward.

Surveys Highlight Contact Center Opportunities Insights on resiliency, operations, technology and metrics highlight where we go from here.

Contact Center Challenges & Priorities for 2020: The Year of the Agent Findings from our fifth annual survey reveal a strong focus on the agent experience.

Special Report: Factors Leading to an Impactful Voice of the Customer Process Findings from the 2019 Voice of the Customer survey.

The Future of the Contact Center: Optimism with a Dose of Caution The results from our recent survey reveal enthusiasm for employee and customer impacts, but tempered expectations...

Should Agents Work from Home?

Should Agents Work from Home? Why agents went home: and why they should come back.

The Contact Center Talent Crisis – Part 1

The Contact Center Talent Crisis – Part 1 And how hiring underrepresented (and diverse) workforces can help.

On-Demand Is In Demand

On-Demand Is In Demand Online talent platforms are shaping the future of work. The gig work concept is appealing to contact center agents who crave more control over their schedules

Where WFH is Going AI may show the way.

Ready for the Next Disaster? Steps contact centers can take.

Making Remote Work Successful Employee choice, development, engagement are key.

The Contact Center Talent Crisis – Part 2 And how hiring underrepresented (and diverse) workforces can help.

Remotely Engaging How best to connect remote call center teams.

The Remote Transformation How AI-driven technologies are helping to achieve it.

AI to the Rescue How AI can help manage disaster risks and events.

The (Quiet) Secret to Agent Productivity How headsets help agents perform their best.

Keeping Remote Agents Passionate About Their Jobs How one company successfully engages with its virtual (and global) contact center workforce.

AI Agent Handbook 20250312