March 2022

Analyzing the Analytics

Table of Contents, March 2022

FEATURE ARTICLE
Analyzing the Analytics
By Brendan Read
Analytics software is critical for contact centers. So, what lies ahead?

SPONSORED SPOTLIGHT-Geomant
The Operational Data Your Wallboard Solution Needs
By Geomant

IDIOM INSIGHTS
Go Ahead…Try Something New!
By Kathleen M. Peterson
Contribution to Capacity (C2C) is worth trying to improve your center’s performance.

SPONSORED SPOTLIGHT-LiveVox
Executive Interview with LiveVox Founder & CEO Louis Summe
By Linda Harden

HEADSETS
Adjusting Headsets for the New Normal
By Brendan Read
Remote/hybrid working, health concerns, and video are changing headsets and how they are used.

SPONSORED SPOTLIGHT-Poly
Employee Experience in the Contact Center
By Alec Turowski

COACH’S CORNER
Headsets: The Call Floor Perspective
By Mark Pereira
Here’s what agents want from headsets, and issues with them.

ARTIFICIAL INTELLIGENCE
Supporting the Agent/Customer Experience
By Tony Lorentzen
An AI-first approach keeps contact centers—and their agents—running efficiently and effectively.

CUSTOMER SERVICE
Conversational AI: The Contact Center’s Superpower
By Derek Roberti
How artificial intelligence can assist agents in their customer interactions.

EMPLOYEE EXPERIENCE
Optimizing Agent Performance
By Dr. Nima Schei
How AI-driven behavioral analytics can improve the experience of agents in the new normal.

CUSTOMER SUPPORT
Is the Support Experience Part of Your CX Strategy?
By Martin Schneider
In this subscription economy era, investing in your support organization is revenue-critical.

INSIDE VIEW
Laura Sikorski on Analytics
By Brendan Read
Contact center operations and technology authority Laura Sikorski offers her insights on buying and using analytics applications.

MACHINE LEARNING
Connecting the Machine and Human
By Richard Boire
Why taking a hybrid knowledge and a framework approach to customer service works.