Table of Contents, July 2024

FEATURE ARTICLE
Connecting With Anxious Customers
By Brendan Read; Q&A with Expert Panel
The cases for careful deflection, supporting preferred channels, and proactive outreach.

IDIOM INSIGHTS
The Fine Art of Contact Center Management – Part 1
By Kathleen M. Peterson
Understanding and responding to, the center’s driving forces.

CUSTOMER CHOICE
Distinctive Service Through Customer Choice and Human Connection
By Gerry Barber
Securing success with self-service technologies.

ARTIFICIAL INTELLIGENCE
AI: What’s Possible and Practical?
By Donna Fluss
Reimagining how AI can be used in the contact center.

CUSTOMER EXPERIENCE
The Four Pillars of CX
By Martin Taylor
Obtaining modern capabilities by overcoming legacy technology challenges.

GENERATIVE AI
Transforming the CX Landscape
By Raghu Ravinutala
Can Generative AI help achieve fully autonomous customer support?

OMNICHANNEL
The Evolving Omnichannel Experience
By Joseph Walsh
Customers want personalization and consistency from contact centers.

CUSTOMER SERVICE
Skating to Where the Puck is Going
By Mike Myer
Here are several key trends in customer service.

CONTACT CENTER AS A SERVICE
Tailoring Technology For Success
By Santi Cuellar
Why a custom contact center platform is the best fit.

QR CODES
The Code to CX
By Sharat Potharaju
How QR codes redefine customer engagement and support.

OUTBOUND
How To Restore Trust in Outbound Calling
By Jim Tyrrell
Why branded and verified calls are key.

CUSTOMER ENGAGEMENT
The AI Divide
By Nirali Amin
And how contact centers can help bridge it.