November 2022

The Growing Value of Speech Technology

Table of Contents, November 2022

FEATURE ARTICLE
The Growing Value of Speech Technology
By Brendan Read
Speech continues to be the foundation of customer and employee interactions.

SPONSOR SPOTLIGHT – Kustomer
An Executive Interview with Kustomer.
By Linda Harden

IDIOM INSIGHTS
Outgrowing Contact Center Growing Pains
By Kathleen M. Peterson
Time to Take a Growth Readiness Assessment

WRITING WELL
What to Write When Saying “No”
By Leslie O’Flahavan
Clarity, the right phrases, emphasis, off-center empathy deliver that necessary message.

CUSTOMER COMMUNICATION
The Way Customers Communicate with Brands Is Changing
By Andrea Salerno
Find Out What the Data Reveals.

CUSTOMER EXPERIENCE
The Employee Experience Movement
By Mark Brody
Why CX and EX are not independent of each other.

CARRIER SERVICES
The Hidden Role of Telecom
By John Bell
Modern telecom platforms and services are critical to supplying an excellent CX.

CALLBACKS
Maximize Call-Back Technology and Thrive!
By Paul Ellis
How call-backs can make positive customer and agent experiences.

AGENT EFFICIENCY
Boosting Agent Efficiency with Modern Channels & Automation Technology
By Gabe Larsen

QUALITY MONITORING
The Transformational Power of Quality Monitoring
By Leo Lanzillo
How a robust QM program can remake the CX.

COLD CALLING
Is It the End of the Cold Call?
By Renaud Charvet
Can the right data, sound practices, and the cloud regenerate this customer contact method?

QUALITY ASSURANCE
QA and Coaching for Experienced Agents
By Sharon Oatway
It is one thing to coach a new agent, another for a seasoned staffer.

ANALYTICS
Upleveling Contact Center QM to the Analytics Age
By Jennifer Docken
How customers, agents, and business operations can benefit from obtained insights.

VENDOR ROUNDTABLE
“Hearing” and Heeding Today’s Customers
By Brendan Read
Digital channels, immediacy, and WFH are shaping the conversations.

CUSTOMER LOYALTY
Unlocking the Door to Loyalty
By Neil Kostecki
AI solutions are key to consistent, personalized service.