April 2022

Changing the Business Experience

Table of Contents, April 2022

FEATURE ARTICLE
Changing the Business Experience
By Brendan Read
Automation, digitization, WFH, and rising expectations are reshaping the business customer experience.

SPONSORED SPOTLIGHT-Scorebuddy
What Call Center Managers Need to Know About AI Text Analytics
By Scorebuddy

IDIOM INSIGHTS
Work from Home … Are You Sure of the Future?
By Kathleen M. Peterson
It’s time to conduct an in-depth review of three WFH factors: benefits, trade-offs, and risks.

SPONSORED SPOTLIGHT-LumenVox
Executive Interview with LumenVox Founder & CEO Edward Miller
By Linda Harden

TASK MINING
Mining for Productivity
By Robert Samanek
How task mining and RPA can help agent productivity, and ultimately the customer experience in contact centers.

AGENT DESKTOP
DaaS to the Desktops
By Michelle Senecal de Fonseca & Scott Porter
How secure desktop-as-a-service (DaaS) solutions help agents work productively from anywhere.

STAFFING
How Contact Centers Can Help Change Lives
By Jill Barnard
Working in a contact center can be a route to becoming law-abiding productive members of society for incarcerated individuals.

SPONSORED SPOTLIGHT-BCI
Customer Experience Perfection Is Easy to Achieve
By Trey Briggs

CUSTOMER SERVICE
Enabling Excellent Omnichannel Experiences
By Oliver Stasinszky
A desktop solution can streamline customer service and support and gain an advantage over the competition.

EMPLOYEE EXPERIENCE
Helping Agents Helping Customers
By Rob McDougall
How AI-enabled virtual agent assistant solutions can improve the agent experience with customers.

SPONSORED SPOTLIGHT-Cognigy
Managing Modern Customer Expectations with AI
By Derek Roberti

AUTOMATION
Taking Service to the Next Level
By Matt McConnell
Intelligent automation shows the way up for agents and customers.

INSIDE VIEW
Strengthening the B2B CX
By Brendan Read
B2B companies face changes in their customer experiences. Q&A with Dennis Reno, Cyara.

AGENT RETENTION
The Risks, Consequences, and Solutions to Attrition
By James Hughes
Looking after agents’ mental health and well-being needs to be top of the contact center management agenda.

CRM
Adjusting Strategies in the New Normal
By Chris Pennington
Customer empowerment and workforce shortages are prompting changes in CRM software use.