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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
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2009

Trends Forrester Budget Planning Guide

Gazing at the Staffing Crystal Ball

Featured Article

Gazing at the Staffing Crystal Ball

What will happen with agent recruitment and retention?

Blueprint for a Contact Center Annual Report

Blueprint for a Contact Center Annual Report Content topics to consider for crafting a powerful Report.

Executive Interview with Cognigy's Alan Ranger

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

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

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

Solving the CX Calculation Discrepancy - Part 3

Solving the CX Calculation Discrepancy - Part 3 How to improve your reporting and results.

How to Keep Up With Digital Interactions

How to Keep Up With Digital Interactions Here are three strategies to manage their rising use.

How To Attract and Keep Productive Agents

How To Attract and Keep Productive Agents Study reveals surprising insights into job satisfaction.

Beyond the Paycheck

Beyond the Paycheck Retaining talent in today’s contact centers.

Why Candidate Assessments Should Be Skills-First

Why Candidate Assessments Should Be Skills-First How AI-based new generation tools can help.

EQ: The Contact Centers’ Secret Tool

EQ: The Contact Centers’ Secret Tool How high emotional quotients can build customer loyalty.

Navigating Workplace Conflicts

Navigating Workplace Conflicts Here are the top seven tips for resolution.

Sun Tzu and the Art of Contact Center Planning

Sun Tzu and the Art of Contact Center Planning How strategic use of WFM can manage your center.

Managing Agent Challenges

Managing Agent Challenges How AI can help handle agent turnover, compliance.

Ensuring Quality in Anxious Times

Ensuring Quality in Anxious Times Is it time, in these times, to move away from manual processes?

Contact Center Pipeline Subscriber Exclusives

Subscriber Exclusive

2024 State of the Contact Center

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Taking WFM to the Cloud

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12 Tips for Effective Coaching

Sponsored Content

AI-powered Guidance for Regulated Industries

Sponsored by:

Human Over Hype: Designing Experiences That Matter

Human Over Hype: Designing Experiences That Matter Explore common challenges and misconceptions around AI and discuss how contact centers can truly leverage its power.

Unlock Your Organization’s Hidden Potential with AI-Powered Knowledge Curation and Delivery

Unlock Your Organization’s Hidden Potential with AI-Powered Knowledge Curation and Delivery Discover how AI-powered knowledge curation and delivery can revolutionize your contact center.

Innovate to Elevate: Shaping Your KM & Gen AI Strategy for Future-Proof CX

Innovate to Elevate: Shaping Your KM & Gen AI Strategy for Future-Proof CX Explore how Probe CX plans to leverage the power of AI & KM to exceed business and customer goals.

Navigating Compliance Nevada Health to Achieve Regulatory Excellence

Ignite CX Success: A Guide to Knowledge Management in Utilities

Empowering KM Excellence: How Upland Panviva helps BPOs level up

Global travel company improves agent and customer experience with Panviva

InGenius Genesys Engage

Most Popular

Best Use Cases for AI in Contact Centers

Elevate Your Contact Center to an Operational Powerhouse…

Dissatisfied Customers, Unsatisfactory Responses?

Adapting to Evolving Customer Expectations

From Efficiency To CX

The Secret Sauce for Contact Center Success

The Impacts of Data Decay

Ensuring Quality in Anxious Times

Customer Effort Index

Sponsored Content

Make Every Interaction Feel Better Than Expected

Sponsored by:

Get the top 10 CX Trends for 2025

Get the top 10 CX Trends for 2025 In the current business landscape, prioritizing CX is essential for success. Don’t get left behind.

Need to boost customer engagement?

Need to boost customer engagement? Try CXone SmartReach, the market’s most intuitive and capable proactive outbound engagement engine.

Exploring Corporate Opinions on BPOs

Exploring Corporate Opinions on BPOs This valuable report can help outsourcers increase business by delivering greater value and performance.

Reshape retail through a strategic customer experience approach

Metrigy’s “Winning Student Favor via CX Excellence”

Optimizing patient experience with a unified patient interaction strategy

[OnDemand Webinar] A Digital Front Door to Government for a New Frictionless Citizen Experience

Cognigy eBook 20240723

Blueprint for a Contact Center Annual Report

Blueprint for a Contact Center Annual Report Content topics to consider for crafting a powerful Report.

Solving the CX Calculation Discrepancy - Part 3

Solving the CX Calculation Discrepancy - Part 3 How to improve your reporting and results.

Sun Tzu and the Art of Contact Center Planning

Sun Tzu and the Art of Contact Center Planning How strategic use of WFM can manage your center.

How to Properly Serve Your Customers Getting back to basics through your contact center.

Solving the CX Calculation Discrepancy - Part 2 How to improve your reporting and results.

How to Clearly Hear Your Customers and Agents Does your survey process need tuning?

Dissatisfied Customers, Unsatisfactory Responses? How best to pay attention to customers.

Elevate Your Contact Center to an Operational Powerhouse… A powerhouse of scalability, capability, and profitability!

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

From Efficiency To CX Why and how data-driven contact center metrics have changed.

The Impacts of Data Decay And why contact centers need to adapt.

Solving the CX Calculation Discrepancy - Part 1 How to improve your reporting and results.

Building Ethical AI Practices A guide to Responsible AI for contact centers.

Supported Platforms 20240826

Cloud Racers

Blueprint for a Contact Center Annual Report

Blueprint for a Contact Center Annual Report Content topics to consider for crafting a powerful Report.

Solving the CX Calculation Discrepancy - Part 3

Solving the CX Calculation Discrepancy - Part 3 How to improve your reporting and results.

Sun Tzu and the Art of Contact Center Planning

Sun Tzu and the Art of Contact Center Planning How strategic use of WFM can manage your center.

Beyond the Paycheck Retaining talent in today’s contact centers.

Why Candidate Assessments Should Be Skills-First How AI-based new generation tools can help.

EQ: The Contact Centers’ Secret Tool How high emotional quotients can build customer loyalty.

Navigating Workplace Conflicts Here are the top seven tips for resolution.

Managing Agent Challenges How AI can help handle agent turnover, compliance.

Gracious Gratitude In spite of it all

How to Transcend Customer Expectations Customer service needs to align with brand values.

How to Lower Friction And Turnover Four digital tools to smooth out the agent experience.

Improving the Agent Experience Here are several troubleshooting methods and tools.

From Efficiency To CX Why and how data-driven contact center metrics have changed.

Customer Effort Index

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

Blueprint for a Contact Center Annual Report

Blueprint for a Contact Center Annual Report Content topics to consider for crafting a powerful Report.

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

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

Solving the CX Calculation Discrepancy - Part 3

Solving the CX Calculation Discrepancy - Part 3 How to improve your reporting and results.

How to Keep Up With Digital Interactions Here are three strategies to manage their rising use.

Navigating Workplace Conflicts Here are the top seven tips for resolution.

Sun Tzu and the Art of Contact Center Planning How strategic use of WFM can manage your center.

Ensuring Quality in Anxious Times Is it time, in these times, to move away from manual processes?

Gracious Gratitude In spite of it all

Using Decision Intelligence to Make Better, More Informed Decisions Enhancing human decision-making through data-driven insights.

How to Properly Serve Your Customers Getting back to basics through your contact center.

Solving the CX Calculation Discrepancy - Part 2 How to improve your reporting and results.

How to Transcend Customer Expectations Customer service needs to align with brand values.

“WhatsApp”-ening With Surveys? How messaging apps can solve common issues.

Elevate Your Contact Center to an Operational Powerhouse… A powerhouse of scalability, capability, and profitability!

Upland 20231115

RLZD State of CX Report

Gazing at the Staffing Crystal Ball

Gazing at the Staffing Crystal Ball What will happen with agent recruitment and retention?

Executive Interview with Cognigy's Alan Ranger

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

How to Keep Up With Digital Interactions

How to Keep Up With Digital Interactions Here are three strategies to manage their rising use.

Why Candidate Assessments Should Be Skills-First How AI-based new generation tools can help.

EQ: The Contact Centers’ Secret Tool How high emotional quotients can build customer loyalty.

Managing Agent Challenges How AI can help handle agent turnover, compliance.

Ensuring Quality in Anxious Times Is it time, in these times, to move away from manual processes?

Using Decision Intelligence to Make Better, More Informed Decisions Enhancing human decision-making through data-driven insights.

Integrating AI Into Your Contact Center Solid IT foundation needed to reap benefits.

How to Lower Friction And Turnover Four digital tools to smooth out the agent experience.

Improving the Agent Experience Here are several troubleshooting methods and tools.

When Technology is Both Panacea and Pitfall Here’s how contact centers can sort out these tools.

“WhatsApp”-ening With Surveys? How messaging apps can solve common issues.

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

Augmenting The Workforce How AI-powered next-gen automation is driving improved experiences.

How AI Helps the Workforce AI is becoming invaluable in workforce and customer engagement.

Verint CX Automation

Best Use Cases for AI in Contact Centers

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

How One Agent Handles 20M Calls a Year

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

It’s Proven - You Really Can Buy Customer Satisfaction

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

WiserOwl Helps Global Eyewear Contact Center Save Millions A Sponsored Case Study by WiserOwl

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

Putting Employee Experience at the Center of Digital Transformation

An Executive Interview with Kustomer. A Sponsored Article by Kustomer

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 Your Contact Center Thriving in the “New Normal”? A Sponsored Article by Verint

Building a Human Experience in the Contact Center A Sponsored Article by Slalom

What Call Center Managers Need to Know About AI Text Analytics A Sponsored Article by Scorebuddy

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

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

Can Contact Centers Mitigate Fraud Risks?

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

Work from Home Survey Results

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 Future of the Contact Center: Optimism with a Dose of Caution The results from our recent survey reveal enthusiasm for employee and customer impacts, but tempered expectations...

Contact Center Challenges & Priorities for 2019 Findings from our recent Contact Center Challenges & Priorities survey reveal noticeable movement in current...

2018 Contact Center Technology Survey Reveals Critical Needs Features/functions, obsolescence and reliability drive investment.

Invest in Your Human Capital

Invest in Your Human Capital Engaged employees are your company’s greatest asset. Tips to get the maximum return on your investment.

12 Tips to WFH Success

12 Tips to WFH Success Here’s how to make working from home less daunting.

Work From Home vs. Hybrid?

Work From Home vs. Hybrid? What Will Contact Centers Decide

Gazing at the Staffing Crystal Ball What will happen with agent recruitment and retention?

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

The New Trifecta of Contact Center Reliability Agent experience, proactive security, and network redundancy are key.

Why Software QA is Good for Business (to Business) Delivering excellent B2B CX depends on optimally-functioning solutions.

Disruption Ahead for The Contact Center Workforce – Part 2 Declining labor supply poses challenges and how to offset them.

Strategies for Managing Remote Call Center Teams – Part 2 How to handle challenges of agents working from home.

Can Voice Authentication Help Overwhelmed Agents? Experience with it says yes.

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies.

Connecting With Remote Colleagues: In Writing Email has its flaws, so here’s how to make the best of it.

RLZD State of CX Report