Contact Center Pipeline

Customer Experience

Ensuring Quality in Anxious Times

Artificial Intelligence
Ensuring Quality in Anxious Times
by: Brendan Read
Is it time, in these times, to move away from manual processes?

Gracious Gratitude

Workplace Environment
Gracious Gratitude
by: Kathleen Peterson
In spite of it all

Using Decision Intelligence to Make Better, More Informed Decisions

Artificial Intelligence
Using Decision Intelligence to Make Better, More Informed Decisions
by: Ryan Hollenbeck
Enhancing human decision-making through data-driven insights.

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 Transcend Customer Expectations

Engagement
How to Transcend Customer Expectations
by: Jim Davies
Customer service needs to align with brand values.

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!

The Impacts of Data Decay

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

The Secret Sauce for Contact Center Success

Artificial Intelligence
The Secret Sauce for Contact Center Success
by: Christian Saffici
How unifying customer data bakes in excellent CXs.

Solving the CX Calculation Discrepancy - Part 1

Customer Experience
Solving the CX Calculation Discrepancy - Part 1
by: Rick McGlinchey
How to improve your reporting and results.

Revolutionizing the Service and Support Experience

Artificial Intelligence
Revolutionizing the Service and Support Experience
by: Angel Vossough
How AI is making a difference.

Adapting to Evolving Customer Expectations

Artificial Intelligence
Adapting to Evolving Customer Expectations
by: Carlos Aragon
How this strategy can be successful.

Hire and Train to Retain - Part 2

Development
Hire and Train to Retain - Part 2
by: Neal Dlin
New hire training can go wrong: OR go right.

Tailoring Generative AI for the Contact Center

Artificial Intelligence
Tailoring Generative AI for the Contact Center
by: Assaf Melochna
Why a vertical solution is the best choice.

How Video Can Maximize the CX

Artificial Intelligence
How Video Can Maximize the CX
by: Paul Sparta
Video has a powerful impact on elevating engagement and loyalty.

The Descent of U.K. Customer Service

Turnover
The Descent of U.K. Customer Service
by: Keith Gait
There is the opportunity to get it right.

Friction Isn’t the Enemy: It’s Just Misunderstood

Workplace Environment
Friction Isn’t the Enemy: It’s Just Misunderstood
by: Eric Carrasquilla & Mark Smith
How friction in your customer interactions can turn to gold.

Hire and Train to Retain - Part 1

Development
Hire and Train to Retain - Part 1
by: Neal Dlin
New hire training can go wrong: OR go right.

Connecting With Anxious Customers

Artificial Intelligence
Connecting With Anxious Customers
by: Brendan Read
The cases for careful deflection, supporting preferred channels, and proactive outreach.

AI: What’s Possible and Practical?

Artificial Intelligence
AI: What’s Possible and Practical?
by: Donna Fluss
Reimagining how AI can be used in the contact center.

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