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April 2025

April 2025 Where WFH is Going

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

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.

March 2025

March 2025 Speaking The Customers’ Language(s)

Speaking The Customers’ Language(s)

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

Now Hear This!

Now Hear This! New Measures for Contact Centers

When English Is Not Your Customers’ First Language

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

Vision 2025

Vision 2025 Key Contact Center Business Goals

The Contact Center Talent Crisis – Part 1

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

Why Augmented/Virtual Reality Are the Future

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

Why Women Are Better Cold Callers

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

How To Combat Agent Burnout and Attrition

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

Solving the Knowledge Crisis

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

The Three Key Customer Service Trends

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

Three Ways AI is Changing The Contact Center

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

How AI Can Help Solve Hiring Challenges

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

February 2025

February 2025 Managing Agent Quality Issues

Managing Agent Quality Issues

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

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.

Ensuring Employee Engagement

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

The Power of Cross-Industry Benchmarking

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

The Hidden Power of Time

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

Harnessing the Power of Data and Analytics - Part 2

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

Excellent Wellbeing for Exceptional CX

Excellent Wellbeing for Exceptional CX How to detect and act on agent issues.

Supercharging Agent Productivity

Supercharging Agent Productivity How AI tools can deliver real business value.

Which “MetriCX” Matter?

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

Mother, FCR, and ACR

Mother, FCR, and ACR Why FCR should be supplemented by active contact resolution.

Mastering Outbound Contact Center Management

Mastering Outbound Contact Center Management Here are several strategies to stay ahead.

Achieving Performance and Productivity Gold

Achieving Performance and Productivity Gold How to bring your center to the top of the CX podium.

January 2025

January 2025 Moving Forward: What Will 2025 Bring For Contact Centers?

Moving Forward: What Will 2025 Bring For Contact Centers?

Moving Forward: What Will 2025 Bring For Contact Centers? Our Advisory Board shares timely insights to take into the New Year.

The Irony of CX … Vision or Hallucination?

The Irony of CX … Vision or Hallucination? Promises vs. Operational Realities

Human Over Hype

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

New Year, Evolved Challenges, Compelling Priorities

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

Getting Past the AI Hype

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

2025 Trends in WFM

2025 Trends in WFM Insights from my Network of Experts.

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.

Harnessing the Power of Data and Analytics - Part 1

Harnessing the Power of Data and Analytics - Part 1 How AI is making a difference for contact center data management.

Is CX Improving? Or Declining?

Is CX Improving? Or Declining? Leading industry experts offer their thoughts on the future of CX.

Looking Beyond NPS and CSAT

Looking Beyond NPS and CSAT How conversational intelligence is transforming healthcare organizations’ CXs.

Contact Center Pipeline Current Issue

CURRENT ISSUE: April 2025

Where WFH is Going

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