Operations

Operations

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.

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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.

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.

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 Clearly Hear Your Customers and Agents

Operations
How to Clearly Hear Your Customers and Agents
by: Mary Weiss
Does your survey process need tuning?

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.

From Efficiency To CX

People
From Efficiency To CX
by: Dina J. Vance
Why and how data-driven contact center metrics have changed.

The Impacts of Data Decay

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

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.

Building Ethical AI Practices

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

Moving Support With Digital Ridealongs

People
Moving Support With Digital Ridealongs
by: Tom Martin
Changing service direction from deflection to connection.

The Critical Role of Data Analytics

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

Wanted Customers: Unwanted Products

People
Wanted Customers: Unwanted Products
by: Tom Behnke
How to handle customer service friction from retail returns.

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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