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Insurance/Financial Services Company

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

Bill Hartline
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2009

2025 CX Trends

Dissatisfied Customers, Unsatisfactory Responses?

Featured Article

Dissatisfied Customers, Unsatisfactory Responses?

How best to pay attention to customers.

Elevate Your Contact Center to an Operational Powerhouse…

Elevate Your Contact Center to an Operational Powerhouse… A powerhouse of scalability, capability, and profitability!

Best Use Cases for AI in Contact Centers

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

From Efficiency To CX

From Efficiency To CX Why and how data-driven contact center metrics have changed.

The Impacts of Data Decay

The Impacts of Data Decay And why contact centers need to adapt.

The Secret Sauce for Contact Center Success

The Secret Sauce for Contact Center Success How unifying customer data bakes in excellent CXs.

Solving the CX Calculation Discrepancy - Part 1

Solving the CX Calculation Discrepancy - Part 1 How to improve your reporting and results.

Building Ethical AI Practices

Building Ethical AI Practices A guide to Responsible AI for contact centers.

Revolutionizing the Service and Support Experience

Revolutionizing the Service and Support Experience How AI is making a difference.

Adapting to Evolving Customer Expectations

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

Moving Support With Digital Ridealongs

Moving Support With Digital Ridealongs Changing service direction from deflection to connection.

The Critical Role of Data Analytics

The Critical Role of Data Analytics Why data analytics matters in CX.

Wanted Customers: Unwanted Products

Wanted Customers: Unwanted Products How to handle customer service friction from retail returns.

Meeting Today’s Coaching, Training Challenges

Meeting Today’s Coaching, Training Challenges How to manage with generations, impatient customers, AI, and remote work.

Contact Center Pipeline Subscriber Exclusives

Subscriber Exclusive

2024 State of the Contact Center

Subscriber Exclusive

Taking WFM to the Cloud

Subscriber Exclusive

12 Tips for Effective Coaching

InGenius Genesys Engage

Most Popular

Best Use Cases for AI in Contact Centers

Conversation With the Coach

The Fine Art of Contact Center Management – Part 2

Elevate Your Contact Center to an Operational Powerhouse…

It’s Proven - You Really Can Buy Customer Satisfaction

Dissatisfied Customers, Unsatisfactory Responses?

Delivering Effective Contact Center Management

How to Manage Angry Customers

MAPS Credit Union

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Get the top 10 CX Trends for 2025 In the current business landscape, prioritizing CX is essential for success. Don’t get left behind.

Need to boost customer engagement?

Need to boost customer engagement? Try CXone SmartReach, the market’s most intuitive and capable proactive outbound engagement engine.

Exploring Corporate Opinions on BPOs

Exploring Corporate Opinions on BPOs This valuable report can help outsourcers increase business by delivering greater value and performance.

Reshape retail through a strategic customer experience approach

Metrigy’s “Winning Student Favor via CX Excellence”

Optimizing patient experience with a unified patient interaction strategy

[OnDemand Webinar] A Digital Front Door to Government for a New Frictionless Citizen Experience

Cognigy eBook 20240723

Dissatisfied Customers, Unsatisfactory Responses?

Dissatisfied Customers, Unsatisfactory Responses? How best to pay attention to customers.

Elevate Your Contact Center to an Operational Powerhouse…

Elevate Your Contact Center to an Operational Powerhouse… A powerhouse of scalability, capability, and profitability!

Best Use Cases for AI in Contact Centers

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

From Efficiency To CX Why and how data-driven contact center metrics have changed.

The Impacts of Data Decay And why contact centers need to adapt.

Solving the CX Calculation Discrepancy - Part 1 How to improve your reporting and results.

Building Ethical AI Practices A guide to Responsible AI for contact centers.

Moving Support With Digital Ridealongs Changing service direction from deflection to connection.

The Critical Role of Data Analytics Why data analytics matters in CX.

Wanted Customers: Unwanted Products How to handle customer service friction from retail returns.

Meeting Today’s Coaching, Training Challenges How to manage with generations, impatient customers, AI, and remote work.

Healthcare Contact Centers It’s time to shine!

10 Reasons Why WFM Deserves a Better Name WFM doesn’t tell what it really is or does.

Amazon Connect 20240826

Cloud Racers

Dissatisfied Customers, Unsatisfactory Responses?

Dissatisfied Customers, Unsatisfactory Responses? How best to pay attention to customers.

Elevate Your Contact Center to an Operational Powerhouse…

Elevate Your Contact Center to an Operational Powerhouse… A powerhouse of scalability, capability, and profitability!

Best Use Cases for AI in Contact Centers

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

Meeting Today’s Coaching, Training Challenges How to manage with generations, impatient customers, AI, and remote work.

10 Reasons Why WFM Deserves a Better Name WFM doesn’t tell what it really is or does.

The Keys to WFM Success What are, and how to execute, the core values.

Hire and Train to Retain - Part 2 New hire training can go wrong: OR go right.

Augmenting The Workforce How AI-powered next-gen automation is driving improved experiences.

The Descent of U.K. Customer Service There is the opportunity to get it right.

Conversation With the Coach Insights on how to best equip agents to meet changes and challenges.

Delivering Effective Contact Center Management Leaders need and provide coaching, skills development, and a strong corporate culture.

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

Unleash the Power of Your Team! Full-spectrum coaching is the key.

HR Block

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

Dissatisfied Customers, Unsatisfactory Responses?

Dissatisfied Customers, Unsatisfactory Responses? How best to pay attention to customers.

Elevate Your Contact Center to an Operational Powerhouse…

Elevate Your Contact Center to an Operational Powerhouse… A powerhouse of scalability, capability, and profitability!

Best Use Cases for AI in Contact Centers

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

The Impacts of Data Decay And why contact centers need to adapt.

The Secret Sauce for Contact Center Success How unifying customer data bakes in excellent CXs.

Solving the CX Calculation Discrepancy - Part 1 How to improve your reporting and results.

Revolutionizing the Service and Support Experience How AI is making a difference.

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

Healthcare Contact Centers It’s time to shine!

Hire and Train to Retain - Part 2 New hire training can go wrong: OR go right.

Tailoring Generative AI for the Contact Center Why a vertical solution is the best choice.

The New Trifecta of Contact Center Reliability Agent experience, proactive security, and network redundancy are key.

Canadian Privacy Law Reform: Has the Train Left? The future of Bill C-27 is uncertain.

The Descent of U.K. Customer Service There is the opportunity to get it right.

Upland 20231115

HR Block

Best Use Cases for AI in Contact Centers

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

The Secret Sauce for Contact Center Success

The Secret Sauce for Contact Center Success How unifying customer data bakes in excellent CXs.

Building Ethical AI Practices

Building Ethical AI Practices A guide to Responsible AI for contact centers.

Revolutionizing the Service and Support Experience How AI is making a difference.

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

The Critical Role of Data Analytics Why data analytics matters in CX.

Meeting Today’s Coaching, Training Challenges How to manage with generations, impatient customers, AI, and remote work.

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

Augmenting The Workforce How AI-powered next-gen automation is driving improved experiences.

How AI Helps the Workforce AI is becoming invaluable in workforce and customer engagement.

Tailoring Generative AI for the Contact Center Why a vertical solution is the best choice.

How Video Can Maximize the CX Video has a powerful impact on elevating engagement and loyalty.

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

Skating to Where the Puck is Going Here are several key trends in customer service.

The Code to CX How QR codes redefine customer engagement and support.

The AI Divide And how contact centers can help bridge it.

Verint CX Automation

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

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

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

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

Executive Interview with LumenVox Founder & CEO Edward Miller A Sponsored Article by LumenVox

Can Contact Centers Mitigate Fraud Risks?

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

Work from Home Survey Results

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

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!

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...

Contact Center Challenges & Priorities for 2019 Findings from our recent Contact Center Challenges & Priorities survey reveal noticeable movement in current...

2018 Contact Center Technology Survey Reveals Critical Needs Features/functions, obsolescence and reliability drive investment.

Contact Center Challenges & Priorities for 2018 The survey results are out! Let 2018 be the year to raise the contact center’s profile!

What Is The New Normal?

What Is The New Normal? How the COVID-19 pandemic permanently changed customer interactions and environments.

How to Make Work Work Again

How to Make Work Work Again A Contact Center Pipeline Blog Post on Remote Work

Healthcare Access Centers… Past, Present and Future

Healthcare Access Centers… Past, Present and Future The history and evolution of the Healthcare Access Center provides key learnings for the future of customer care across industries.

Meeting Today’s Coaching, Training Challenges How to manage with generations, impatient customers, AI, and remote work.

The New Trifecta of Contact Center Reliability Agent experience, proactive security, and network redundancy are key.

Why Software QA is Good for Business (to Business) Delivering excellent B2B CX depends on optimally-functioning solutions.

Disruption Ahead for The Contact Center Workforce – Part 2 Declining labor supply poses challenges and how to offset them.

Strategies for Managing Remote Call Center Teams – Part 2 How to handle challenges of agents working from home.

Can Voice Authentication Help Overwhelmed Agents? Experience with it says yes.

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies.

Connecting With Remote Colleagues: In Writing Email has its flaws, so here’s how to make the best of it.

Strategies for Managing Remote Call Center Teams – Part 1 How to handle challenges of agents working from home.

HR Block