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Strategy

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.

What Do U.S. Customers Really Want From a Contact Center Interaction?

Research
What Do U.S. Customers Really Want From a Contact Center Interaction?
by: Steve Morrell
Research findings impacting great customer experiences.

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.

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.

Navigating Workplace Conflicts

People
Navigating Workplace Conflicts
by: Richard Birke
Here are the top seven tips for resolution.

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.

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.

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 Transcend Customer Expectations

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

“WhatsApp”-ening With Surveys?

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

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.

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.

Topics