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Insurance/Financial Services Company

I have 25 years management experience in contact centers and find the articles that are published both interesting and informative. Highly recommended.

Bill Hartline
Subscriber #1,

2009

RPCS Operational Cost Savings

Improving Healthcare Contact Center Outcomes

Featured Article

Improving Healthcare Contact Center Outcomes

How CaduceusHealth balanced costs and quality.

From Hearing to Listening

From Hearing to Listening Why AI-powered interaction analytics must be on every CX leader’s agenda.

Meeting Digital-First Customer Expectations

Meeting Digital-First Customer Expectations A guide for call center leaders.

How to Defend Training in Turbulent Times

How to Defend Training in Turbulent Times Using corporate language and leveraging AI can help thwart budget-cutters.

Tapping the Power of Culture – Part 2

Tapping the Power of Culture – Part 2 How CQ can connect with customers.

Gamification or Gimmick?

Gamification or Gimmick? Can gamification truly enhance performance?

AI Is Coming to Your Contact Center

AI Is Coming to Your Contact Center Are you ready?

Using AI to Create Super Agents

Using AI to Create Super Agents These agents can also address AI issues.

Making the Most of Idle Time

Making the Most of Idle Time Automation can help agents and improve CXs.

The Hidden Sales Team in Your Call Center

The Hidden Sales Team in Your Call Center Here’s how your inbound agents can start driving meaningful revenue.

Rethinking Training and Coaching

Rethinking Training and Coaching Staff development must now incorporate and use AI.

Why Learning Together is Best

Why Learning Together is Best The need for cohort-based learning.

Why Inclusive Hiring = Success

Why Inclusive Hiring = Success And contact centers can show the way.

Making Connections Amidst Disruption

Making Connections Amidst Disruption How AI and automation are changing them.

NiCE Elevate Ai Fast

Contact Center Pipeline Subscriber Exclusives

Subscriber Exclusive

Moving Forward: What Will 2025 Bring For Contact Centers?

Subscriber Exclusive

2025 Trends in WFM

Subscriber Exclusive

Taking WFM to the Cloud

Sponsored Content

AI-powered experiences that make customer service your biggest advantage

Sponsored by:

SmartReach Voice and Digital Outreach

SmartReach Voice and Digital Outreach SmartReach helps you connect with every customer (voice, text, or chat) and drive higher conversions.

AI in Contact Center Verticals: Public Sector 2025

AI in Contact Center Verticals: Public Sector 2025 Report reveals how public sector contact centers use AI to help constituents more effectively.

Smarter AI means better patient experiences

Smarter AI means better patient experiences A new report reveals how AI is helping healthcare contact centers be more personal and efficient.

Forrester Report: The State of AI Agents

The Future of Customer Service: AI and Automation Trends for 2025

From Interactions to Outcomes: AI Reshapes the Customer Service Experience

The Future of AI-Powered Experiences: How AI Agents and Intelligent Automation Assist Companies in Elevating the Customer Experience

KB Celebrity Episode 2

Most Popular

Extra! Extra! Advanced Tech Helps Newspaper!

Are Customers (and Agents) Truly Different?

How to Deliver Excellent CXs

Over and Out

The CX Buzzword Hall of Shame

Can AI Help Speak Customers’ Languages?

11 Most Valuable Metrics

Decoding Customer Desires

Webex AI Agent 20250701

From Hearing to Listening

From Hearing to Listening Why AI-powered interaction analytics must be on every CX leader’s agenda.

How to Defend Training in Turbulent Times

How to Defend Training in Turbulent Times Using corporate language and leveraging AI can help thwart budget-cutters.

Gamification or Gimmick?

Gamification or Gimmick? Can gamification truly enhance performance?

Making the Most of Idle Time Automation can help agents and improve CXs.

The Hidden Sales Team in Your Call Center Here’s how your inbound agents can start driving meaningful revenue.

Why Recession Planning Should Start in the Contact Center Economists are sounding the alarm.

Are You Ready for Bots to Call? You need to be thoroughly AI-fluent for when they do.

Rethinking Outbound Threats and new rules require strategy changes.

The Case for Voice IVR How it can provide excellent service.

Navigating the Future of BPO BPO companies face treacherous global trade shifts.

Extra! Extra! Advanced Tech Helps Newspaper! How technology investments improved service and remote work.

Over and Out My best advice for Contact Centers.

11 Most Valuable Metrics These will bolster CX, performance, and productivity.

Verint 300x250 20250116

WebEx 300x250

From Hearing to Listening

From Hearing to Listening Why AI-powered interaction analytics must be on every CX leader’s agenda.

How to Defend Training in Turbulent Times

How to Defend Training in Turbulent Times Using corporate language and leveraging AI can help thwart budget-cutters.

Gamification or Gimmick?

Gamification or Gimmick? Can gamification truly enhance performance?

Tapping the Power of Culture – Part 2 How CQ can connect with customers.

Gamification or Gimmick? Can gamification truly enhance performance?

AI Is Coming to Your Contact Center Are you ready?

Using AI to Create Super Agents These agents can also address AI issues.

Making the Most of Idle Time Automation can help agents and improve CXs.

Rethinking Training and Coaching Staff development must now incorporate and use AI.

Why Learning Together is Best The need for cohort-based learning.

Why Inclusive Hiring = Success And contact centers can show the way.

AI Agents and Human Agents – Better Together? Can Agentic AI help them live happier ever after?

Tapping the Power of Culture – Part 1 How CQ can connect with customers.

KB Celebrity Episode 2

Take on any CX challenge with Pipeline+ - premium contact center analysis. Subscribe today.

RPCS Improve CSAT

Improving Healthcare Contact Center Outcomes

Improving Healthcare Contact Center Outcomes How CaduceusHealth balanced costs and quality.

From Hearing to Listening

From Hearing to Listening Why AI-powered interaction analytics must be on every CX leader’s agenda.

Tapping the Power of Culture – Part 2

Tapping the Power of Culture – Part 2 How CQ can connect with customers.

Why Learning Together is Best The need for cohort-based learning.

Why Inclusive Hiring = Success And contact centers can show the way.

Making Connections Amidst Disruption How AI and automation are changing them.

Breaking Through the Outbound Barriers Personalization, follow-up, AI, and compliance can connect with customers.

Tapping the Power of Culture – Part 1 How CQ can connect with customers.

Charging Back at Chargebacks How customer response can help.

How To Avoid Repeats…Repeats… Customers shouldn’t have to repeat themselves.

Doubling Down on Digitization Why single-platform interaction solution integration is essential.

Navigating the Future of BPO BPO companies face treacherous global trade shifts.

Over and Out My best advice for Contact Centers.

11 Most Valuable Metrics These will bolster CX, performance, and productivity.

KB Celebrity Episode 2

RPCS Operational Cost Savings

Meeting Digital-First Customer Expectations

Meeting Digital-First Customer Expectations A guide for call center leaders.

How to Defend Training in Turbulent Times

How to Defend Training in Turbulent Times Using corporate language and leveraging AI can help thwart budget-cutters.

AI Is Coming to Your Contact Center

AI Is Coming to Your Contact Center Are you ready?

Using AI to Create Super Agents These agents can also address AI issues.

The Hidden Sales Team in Your Call Center Here’s how your inbound agents can start driving meaningful revenue.

Rethinking Training and Coaching Staff development must now incorporate and use AI.

Making Connections Amidst Disruption How AI and automation are changing them.

Why Recession Planning Should Start in the Contact Center Economists are sounding the alarm.

AI Agents and Human Agents – Better Together? Can Agentic AI help them live happier ever after?

Are You Ready for Bots to Call? You need to be thoroughly AI-fluent for when they do.

Breaking Through the Outbound Barriers Personalization, follow-up, AI, and compliance can connect with customers.

Rethinking Outbound Threats and new rules require strategy changes.

How To Avoid Repeats…Repeats… Customers shouldn’t have to repeat themselves.

Docking Contact Centers in Turbulent Seas Labor costs, AI, and White House policies are shaping decisions.

Evolution of the Contact Center Past, present, and future.

Why AI Readiness Should Be a 2025 Priority Laying the foundation for sustainable AI success.

Verint 300x250 20250116

A No-BS Guide to Rescuing Your Contact Center with AI

A No-BS Guide to Rescuing Your Contact Center with AI A sponsored article by Regal.

Human Over Hype

Human Over Hype The reality behind AI in the contact center.

Executive Interview with Cognigy's Alan Ranger

Executive Interview with Cognigy's Alan Ranger A sponsored article by Cognigy.

Best Use Cases for AI in Contact Centers A sponsored article by Cognigy.

How One Agent Handles 20M Calls a Year A sponsored article by Cognigy.

It’s Proven - You Really Can Buy Customer Satisfaction A Sponsored Article by NICE.

An Executive Interview with Denis Francoeur, Upland Software A Sponsored Article by Upland Software

Putting Employee Experience at the Center of Digital Transformation

Upskilling Contact Center Agents with Simulation Training A Sponsored Article by Zenarate

The Way Customers Communicate with Brands Is Changing A Sponsored Article by Kustomer

Boosting Agent Efficiency with Modern Channels & Automation Technology A Sponsored Article by Kustomer

Is Cost of Performance the Undiscovered X Factor? A Q&A with WiserOwl Founder, Robert Bradshaw

The Great Contact Center Standoff

The Great Contact Center Standoff Customers Want Humans, Businesses Push Automation—Who Wins?

Vision 2025

Vision 2025 Key Contact Center Business Goals

Predictions for the U.S. Contact Center Industry in 2025

Predictions for the U.S. Contact Center Industry in 2025 Research findings provide a look ahead.

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

Can Contact Centers Mitigate Fraud Risks? Fraud is rampant, but steps can be taken to thwart threats.

Work from Home Survey Results Monitoring the Current Trends of Remote Work Programs.

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges! Trouble hiring? Workload increasing? High attrition? You are not alone!

What Is Your Customer-Centric DNA? Key findings from the 2020 North American Study on Customer Centricity.

Contact Center Challenges and Priorities for 2021: A Year Like No Other Findings from our sixth annual survey reveal the need for agility going forward.

Surveys Highlight Contact Center Opportunities Insights on resiliency, operations, technology and metrics highlight where we go from here.

Contact Center Challenges & Priorities for 2020: The Year of the Agent Findings from our fifth annual survey reveal a strong focus on the agent experience.

Special Report: Factors Leading to an Impactful Voice of the Customer Process Findings from the 2019 Voice of the Customer survey.

The COVID-19 Crisis: Do We Put Our Energy into People, Process or Technology?

The COVID-19 Crisis: Do We Put Our Energy into People, Process or Technology? How to support your team—and yourself—in the current demanding environment.

Where WFH is Going

Where WFH is Going AI may show the way.

Leadership Insights: Rising Above COVID Challenges

Leadership Insights: Rising Above COVID Challenges Contact center leaders share their thoughts about recent challenges, lessons learned and success stories from the crisis.

Extra! Extra! Advanced Tech Helps Newspaper! How technology investments improved service and remote work.

Docking Contact Centers in Turbulent Seas Labor costs, AI, and White House policies are shaping decisions.

Is Evil Contacting Your Contact Center? How to defend against harm.

The Competitive Advantage of Compliance How AI can help provide it.

Where WFH is Going AI may show the way.

Ready for the Next Disaster? Steps contact centers can take.

Making Remote Work Successful Employee choice, development, engagement are key.

The Contact Center Talent Crisis – Part 2 And how hiring underrepresented (and diverse) workforces can help.

Remotely Engaging How best to connect remote call center teams.

RPCS Accelerate Revenue