Operations

Operations

Moving Forward: What Will 2025 Bring For Contact Centers?

People

Moving Forward: What Will 2025 Bring For Contact Centers?

by: Brendan Read

Our Advisory Board shares timely insights to take into the New Year.

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New Year, Evolved Challenges, Compelling Priorities

Operations
New Year, Evolved Challenges, Compelling Priorities
by: Lori Bocklund
What is top of mind in your center?

2025 Trends in WFM

Engagement
2025 Trends in WFM
by: Tiffany LaReau
Insights from my Network of Experts.

Predictions for the U.S. Contact Center Industry in 2025

Research
Predictions for the U.S. Contact Center Industry in 2025
by: Steve Morrell
Research findings provide a look ahead.

Harnessing the Power of Data and Analytics - Part 1

Artificial Intelligence
Harnessing the Power of Data and Analytics - Part 1
by: Shane Devitt
How AI is making a difference for contact center data management.

Looking Beyond NPS and CSAT

Artificial Intelligence
Looking Beyond NPS and CSAT
by: Amy Brown
How conversational intelligence is transforming healthcare organizations’ CXs.

Blueprint for a Contact Center Annual Report

Planning
Blueprint for a Contact Center Annual Report
by: Kathleen Peterson
Content topics to consider for crafting a powerful Report.

Solving the CX Calculation Discrepancy - Part 3

Customer Experience
Solving the CX Calculation Discrepancy - Part 3
by: Rick McGlinchey
How to improve your reporting and results.

Sun Tzu and the Art of Contact Center Planning

Planning
Sun Tzu and the Art of Contact Center Planning
by: Ric Kosiba
How strategic use of WFM can manage your center.

How to Properly Serve Your Customers

Vision - Mission - Values
How to Properly Serve Your Customers
by: Laura Sikorski
Getting back to basics through your contact center.

Solving the CX Calculation Discrepancy - Part 2

Customer Experience
Solving the CX Calculation Discrepancy - Part 2
by: Rick McGlinchey
How to improve your reporting and results.

How to Clearly Hear Your Customers and Agents

Operations
How to Clearly Hear Your Customers and Agents
by: Mary Weiss
Does your survey process need tuning?

Dissatisfied Customers, Unsatisfactory Responses?

Customer Experience
Dissatisfied Customers, Unsatisfactory Responses?
by: Brendan Read
How best to pay attention to customers.

Elevate Your Contact Center to an Operational Powerhouse…

Customer Experience
Elevate Your Contact Center to an Operational Powerhouse…
by: Kathleen Peterson
A powerhouse of scalability, capability, and profitability!

Best Use Cases for AI in Contact Centers

White Papers
Best Use Cases for AI in Contact Centers
by: Sponsored by Cognigy
A sponsored article by Cognigy.

From Efficiency To CX

People
From Efficiency To CX
by: Dina J. Vance
Why and how data-driven contact center metrics have changed.

The Impacts of Data Decay

Customer Experience
The Impacts of Data Decay
by: JoAnn Fitzpatrick
And why contact centers need to adapt.

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Moving Forward: What Will 2025 Bring For Contact Centers?

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