Table of Contents, October 2024

FEATURE ARTICLE
Dissatisfied Customers, Unsatisfactory Responses?
By Brendan Read; Q&A with John Goodman
How best to pay attention to customers.

IDIOM INSIGHTS
Elevate Your Contact Center to an Operational Powerhouse…
By Kathleen M. Peterson
A powerhouse of scalability, capability, and profitability!

SPONSOR SPOTLIGHT - COGNIGY
Best Use Cases for AI in Contact Centers
Presented by Cognigy
A sponsored article by Cognigy.

CONTACT CENTER METRICS
From Efficiency To CX
By Dina Vance
Why and how data-driven contact center metrics have changed.

DATA DECAY
The Impacts of Data Decay
By JoAnn Fitzpatrick
And why contact centers need to adapt.

CUSTOMER DATA
The Secret Sauce for Contact Center Success
By Christian Saffici
How unifying customer data bakes in excellent CXs.

CUSTOMER EXPERIENCE
Solving the CX Calculation Discrepancy - Part 1
By Rick McGlinchey
How to improve your reporting and results.

RESPONSIBLE AI
Building Ethical AI Practices
By Rebecca Jones
A guide to Responsible AI for contact centers.

CUSTOMER SERVICE
Revolutionizing the Service and Support Experience
By Angel Vossough
How AI is making a difference.

CUSTOMER ENGAGEMENT
Adapting to Evolving Customer Expectations
By Carlos Aragon
How this strategy can be successful.

DIGITAL RIDEALONGS
Moving Support With Digital Ridealongs
By Tom Martin
Changing service direction from deflection to connection.

DATA ANALYTICS
The Critical Role of Data Analytics
By Leila Hawkins
Why data analytics matters in CX.

CUSTOMER RETURNS
Wanted Customers: Unwanted Products
By Tom Behnke
How to handle customer service friction from retail returns.