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Technology

Gazing at the Staffing Crystal Ball

Operations
Gazing at the Staffing Crystal Ball
by: Brendan Read
What will happen with agent recruitment and retention?

Executive Interview with Cognigy's Alan Ranger

Artificial Intelligence
Executive Interview with Cognigy's Alan Ranger
by: Linda Harden
A sponsored article by Cognigy.

How to Keep Up With Digital Interactions

Artificial Intelligence
How to Keep Up With Digital Interactions
by: Aaron Schroeder
Here are three strategies to manage their rising use.

Why Candidate Assessments Should Be Skills-First

Artificial Intelligence
Why Candidate Assessments Should Be Skills-First
by: Stephane Rivard
How AI-based new generation tools can help.

EQ: The Contact Centers’ Secret Tool

Artificial Intelligence
EQ: The Contact Centers’ Secret Tool
by: Sylvain Tremblay
How high emotional quotients can build customer loyalty.

Managing Agent Challenges

Artificial Intelligence
Managing Agent Challenges
by: Cláudio Rodrigues
How AI can help handle agent turnover, compliance.

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?

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.

Integrating AI Into Your Contact Center

Artificial Intelligence
Integrating AI Into Your Contact Center
by: Matthew Marion
Solid IT foundation needed to reap benefits.

How to Lower Friction And Turnover

Artificial Intelligence
How to Lower Friction And Turnover
by: Rama Sreenivasan
Four digital tools to smooth out the agent experience.

Improving the Agent Experience

Artificial Intelligence
Improving the Agent Experience
by: Jeff Johnson
Here are several troubleshooting methods and tools.

When Technology is Both Panacea and Pitfall

Artificial Intelligence
When Technology is Both Panacea and Pitfall
by: Chuck Schaeffer
Here’s how contact centers can sort out these tools.

“WhatsApp”-ening With Surveys?

Artificial Intelligence
“WhatsApp”-ening With Surveys?
by: Sumit Saxena
How messaging apps can solve common issues.

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.

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.

Building Ethical AI Practices

Artificial Intelligence
Building Ethical AI Practices
by: Rebecca Jones
A guide to Responsible AI for contact centers.

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.

The Critical Role of Data Analytics

Artificial Intelligence
The Critical Role of Data Analytics
by: Leila Hawkins
Why data analytics matters in CX.

Meeting Today’s Coaching, Training Challenges

Strategy
Meeting Today’s Coaching, Training Challenges
by: Brendan Read
How to manage with generations, impatient customers, AI, and remote work.

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