Table of Contents, November 2024

FEATURE ARTICLE
Ensuring Quality in Anxious Times
By Brendan Read; Q&A with Expert Panel
Is it time, in these times, to move away from manual processes?

IDIOM INSIGHTS
Gracious Gratitude
By Kathleen M. Peterson
In spite of it all

DECISION INTELLIGENCE
Using Decision Intelligence to Make Better, More Informed Decisions
By Ryan Hollenbeck
Enhancing human decision-making through data-driven insights.

ARTIFICIAL INTELLIGENCE
Integrating AI Into Your Contact Center
By Matthew Marion
Solid IT foundation needed to reap benefits.

CUSTOMER RELATIONSHIP MANAGEMENT
How to Properly Serve Your Customers
By Laura Sikorski
Getting back to basics through your contact center.

CUSTOMER EXPERIENCE
Solving the CX Calculation Discrepancy - Part 2
By Rick McGlinchey
How to improve your reporting and results.

CUSTOMER AND AGENT VOICE
How to Clearly Hear Your Customers and Agents
By Mary Weiss
Does your survey process need tuning?

BRAND EXPERIENCE
How to Transcend Customer Expectations
By Jim Davies
Customer service needs to align with brand values.

WORKPLACE FRICTION
How to Lower Friction And Turnover
By Rama Sreenivasan
Four digital tools to smooth out the agent experience.

AGENT EXPERIENCE
Improving the Agent Experience
By Jeff Johnson
Here are several troubleshooting methods and tools.

TECHNOLOGY
When Technology is Both Panacea and Pitfall
By Chuck Schaeffer
Here’s how contact centers can sort out these tools.

CUSTOMER SURVEYS
“WhatsApp”-ening With Surveys?
By Sumit Saxena
How messaging apps can solve common issues.