Article

December 2024

December 2024 Gazing at the Staffing Crystal Ball

Gazing at the Staffing Crystal Ball

Gazing at the Staffing Crystal Ball What will happen with agent recruitment and retention?

Blueprint for a Contact Center Annual Report

Blueprint for a Contact Center Annual Report Content topics to consider for crafting a powerful Report.

Executive Interview with Cognigy's Alan Ranger

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

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.

Solving the CX Calculation Discrepancy - Part 3

Solving the CX Calculation Discrepancy - Part 3 How to improve your reporting and results.

How to Keep Up With Digital Interactions

How to Keep Up With Digital Interactions Here are three strategies to manage their rising use.

How To Attract and Keep Productive Agents

How To Attract and Keep Productive Agents Study reveals surprising insights into job satisfaction.

Beyond the Paycheck

Beyond the Paycheck Retaining talent in today’s contact centers.

Why Candidate Assessments Should Be Skills-First

Why Candidate Assessments Should Be Skills-First How AI-based new generation tools can help.

EQ: The Contact Centers’ Secret Tool

EQ: The Contact Centers’ Secret Tool How high emotional quotients can build customer loyalty.

Navigating Workplace Conflicts

Navigating Workplace Conflicts Here are the top seven tips for resolution.

Sun Tzu and the Art of Contact Center Planning

Sun Tzu and the Art of Contact Center Planning How strategic use of WFM can manage your center.

Managing Agent Challenges

Managing Agent Challenges How AI can help handle agent turnover, compliance.

Human Over Hype: Designing Experiences That Matter

Human Over Hype: Designing Experiences That Matter Explore common challenges and misconceptions around AI and discuss how contact centers can truly leverage its power.

Unlock Your Organization’s Hidden Potential with AI-Powered Knowledge Curation and Delivery

Unlock Your Organization’s Hidden Potential with AI-Powered Knowledge Curation and Delivery Discover how AI-powered knowledge curation and delivery can revolutionize your contact center.

Innovate to Elevate: Shaping Your KM & Gen AI Strategy for Future-Proof CX

Innovate to Elevate: Shaping Your KM & Gen AI Strategy for Future-Proof CX Explore how Probe CX plans to leverage the power of AI & KM to exceed business and customer goals.

Navigating Compliance Nevada Health to Achieve Regulatory Excellence

Ignite CX Success: A Guide to Knowledge Management in Utilities

Empowering KM Excellence: How Upland Panviva helps BPOs level up

Global travel company improves agent and customer experience with Panviva

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.

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

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

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Executive Interview with Cognigy's Alan Ranger

Executive Interview with Cognigy's Alan Ranger

Planning

Blueprint for a Contact Center Annual Report

Blueprint for a Contact Center Annual Report

Operations

Gazing at the Staffing Crystal Ball

Gazing at the Staffing Crystal Ball

Turnover

Beyond the Paycheck

Beyond the Paycheck

RLZD Gartner Motivate Report

Upland 20231115

Cloud Racers

NICE 20240826

Customer Effort Index

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Customer Effort Index