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November 2024

November 2024 Ensuring Quality in Anxious Times

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.

Integrating AI Into Your Contact Center

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

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?

How to Transcend Customer Expectations

How to Transcend Customer Expectations Customer service needs to align with brand values.

How to Lower Friction And Turnover

How to Lower Friction And Turnover Four digital tools to smooth out the agent experience.

Improving the Agent Experience

Improving the Agent Experience Here are several troubleshooting methods and tools.

When Technology is Both Panacea and Pitfall

When Technology is Both Panacea and Pitfall Here’s how contact centers can sort out these tools.

“WhatsApp”-ening With Surveys?

“WhatsApp”-ening With Surveys? How messaging apps can solve common issues.

October 2024

October 2024 Dissatisfied Customers, Unsatisfactory Responses?

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

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.

September 2024

September 2024 Meeting Today’s Coaching, Training Challenges

Meeting Today’s Coaching, Training Challenges

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

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

Healthcare Contact Centers

Healthcare Contact Centers It’s time to shine!

10 Reasons Why WFM Deserves a Better Name

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

The Keys to WFM Success

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

Hire and Train to Retain - Part 2

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

Augmenting The Workforce

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

How AI Helps the Workforce

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

Tailoring Generative AI for the Contact Center

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

The New Trifecta of Contact Center Reliability

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

Canadian Privacy Law Reform: Has the Train Left?

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

How Video Can Maximize the CX

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

The Descent of U.K. Customer Service

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

August 2024

August 2024 Conversation With the Coach

Conversation With the Coach

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

The Fine Art of Contact Center Management – Part 2

The Fine Art of Contact Center Management – Part 2 The five factors of Caller Tolerance.

Delivering Effective Contact Center Management

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

It’s Proven - You Really Can Buy Customer Satisfaction

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

The Re-Invention of the Telephone Center

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

Unleash the Power of Your Team!

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

Friction Isn’t the Enemy: It’s Just Misunderstood

Friction Isn’t the Enemy: It’s Just Misunderstood How friction in your customer interactions can turn to gold.

Attention, Agents!

Attention, Agents! How to keep agents engaged during training.

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