Strategy

Strategy

Speaking The Customers’ Language(s)

Artificial Intelligence

Speaking The Customers’ Language(s)

by: Brendan Read

Multilingual agents and AI can help.

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Speaking The Customers’ Language(s)

Artificial Intelligence
Speaking The Customers’ Language(s)
by: Brendan Read
Multilingual agents and AI can help.

Customer Experience
Now Hear This!
by: Kathleen Peterson
New Measures for Contact Centers

When English Is Not Your Customers’ First Language

Strategy
When English Is Not Your Customers’ First Language
by: Leslie O’Flahavan
Writing simply, aided with visuals and links, is key.

Artificial Intelligence
Vision 2025
by: Donna Fluss
Key Contact Center Business Goals

The Contact Center Talent Crisis – Part 1

Hiring
The Contact Center Talent Crisis – Part 1
by: Brent Holland
And how hiring underrepresented (and diverse) workforces can help.

Why Augmented/Virtual Reality Are the Future

Technology
Why Augmented/Virtual Reality Are the Future
by: Rama Sreenivasan
Here are three compelling reasons.

Why Women Are Better Cold Callers

Customer Experience
Why Women Are Better Cold Callers
by: Katelynn Blackburn
Women bring unique strengths but face challenges.

The Three Key Customer Service Trends

Artificial Intelligence
The Three Key Customer Service Trends
by: Michelle Couture
Generational differences, AI, and video drive them.

Managing Agent Quality Issues

Operations
Managing Agent Quality Issues
by: Brendan Read
How agents can provide excellent CX in these anxious times.

Which “MetriCX” Matter?

Customer Experience
Which “MetriCX” Matter?
by: Matt McKernan
The “fo(u)remost” important CX metrics to consider.

Mastering Outbound Contact Center Management

Development
Mastering Outbound Contact Center Management
by: Nima Hakimi
Here are several strategies to stay ahead.

Moving Forward: What Will 2025 Bring For Contact Centers?

Member Exclusive
Moving Forward: What Will 2025 Bring For Contact Centers?
by: Brendan Read
Our Advisory Board shares timely insights to take into the New Year.

The Irony of CX … Vision or Hallucination?

Development
The Irony of CX … Vision or Hallucination?
by: Kathleen Peterson
Promises vs. Operational Realities

Human Over Hype

White Papers
Human Over Hype
by: Sponsored by Upland Panviva
The reality behind AI in the contact center.

New Year, Evolved Challenges, Compelling Priorities

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

Is CX Improving? Or Declining?

Artificial Intelligence
Is CX Improving? Or Declining?
by: Brendan Read
Leading industry experts offer their thoughts on the future of CX.

Topics

Most Recent

Speaking The Customers’ Language(s)

Now Hear This!

When English Is Not Your Customers’ First Language

Vision 2025

Most Popular

Looking Ahead to 2020

Food for Thought… Promote Your Contact Center’s Visibility

Strategies to Improve Quality of Service

4 Ways to Maintain a Good Customer Experience During Collections