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November Issue

Ensuring Quality in Anxious Times

Ensuring Quality in Anxious Times

by: Brendan Read

Is it time, in these times, to move away from manual processes?
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Gracious Gratitude

Gracious Gratitude
In spite of it all By Kathleen Peterson
Current Issue Strategy Customer Experience People Workplace Environment

Using Decision Intelligence to Make Better, More Informed Decisions

Using Decision Intelligence to Make Better, More Informed Decisions
Enhancing human decision-making through data-driven insights. By Ryan Hollenbeck
Current Issue Strategy Customer Experience Technology Artificial Intelligence

Integrating AI Into Your Contact Center

Integrating AI Into Your Contact Center
Solid IT foundation needed to reap benefits. By Matthew Marion
Current Issue Technology Artificial Intelligence

How to Properly Serve Your Customers

How to Properly Serve Your Customers
Getting back to basics through your contact center. By Laura Sikorski
Current Issue Operations Strategy Vision - Mission - Values

Solving the CX Calculation Discrepancy - Part 2

Solving the CX Calculation Discrepancy - Part 2
How to improve your reporting and results. By Rick McGlinchey
Current Issue Operations Reporting Strategy Customer Experience

How to Clearly Hear Your Customers and Agents

How to Clearly Hear Your Customers and Agents
Does your survey process need tuning? By Mary Weiss
Current Issue Operations

How to Transcend Customer Expectations

How to Transcend Customer Expectations
Customer service needs to align with brand values. By Jim Davies
Current Issue Strategy Vision - Mission - Values Customer Experience People

How to Lower Friction And Turnover

How to Lower Friction And Turnover
Four digital tools to smooth out the agent experience. By Rama Sreenivasan
Current Issue People Turnover Technology Assisted Service Artificial Intelligence

Improving the Agent Experience

Improving the Agent Experience
Here are several troubleshooting methods and tools. By Jeff Johnson
Current Issue People Technology Artificial Intelligence

When Technology is Both Panacea and Pitfall

When Technology is Both Panacea and Pitfall
Here’s how contact centers can sort out these tools. By Chuck Schaeffer
Current Issue Technology Self-Service Artificial Intelligence

“WhatsApp”-ening With Surveys?

“WhatsApp”-ening With Surveys?
How messaging apps can solve common issues. By Sumit Saxena
Current Issue Strategy Technology Artificial Intelligence

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