Table of Contents, June 2024

FEATURE ARTICLE
Working With Consultants
By Brendan Read; Q&A with Laura Sikorski
How to maximize the benefits of their counsel and services.

IDIOM INSIGHTS
Shoe-Leather Reporting
By Kathleen M. Peterson
Write a report worth reading!

CUSTOMER SERVICE
Customer Service Awakened
By Nate Brown
The mindset of a servant challenger.

RETAIL
Capitalize on These Retail CX Strategies
By Ginger Conlon
How contact centers can meet (and exceed) customer expectations.

COACH'S CORNER
Navigating the Training Maze
By Mark Pereira
How to steer around the challenges of building a resilient team.

CONSULTANTS
The Contact Center Heroes Without Capes
By Shane Devitt
How working effectively with consultants can help drive success.

CUSTOMER INTERACTIONS
Asking the Right Questions
By Paul Bramson
Knowing how will help to excel at customer interactions.

GENERATIVE AI
Tailoring Generative AI for the Contact Center
By Assaf Melochna
Why a vertical-specific solution is the best choice.

ARTIFICIAL INTELLIGENCE
No Turning Back on AI
By Matt Whitmer
AI is now essential for great CX.

B2B
Why Software QA is Good for Business (to Business)
By Max Lipovetsky
Delivering excellent B2B CX depends on optimally-functioning solutions.

ECOMMERCE
Please Don’t Put Me On Hold
By Mikel Lindsaar
Your customers are not happy waiting while you log in.

FRACTIONAL CONSULTING
Assessing the Potential of Fractional Consulting
By Robert Burke
How this practice can maximize contact center efficiency.