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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

Gartner VoC CCaaS Report

Meeting Today’s Coaching, Training Challenges

Featured Article

Meeting Today’s Coaching, Training Challenges

How to manage with generations, impatient customers, AI, and remote work.

How One Agent Handles 20M Calls a Year

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

Healthcare Contact Centers

Healthcare Contact Centers It’s time to shine!

10 Reasons Why WFM Deserves a Better Name

10 Reasons Why WFM Deserves a Better Name WFM doesn’t tell what it really is or does.

The Keys to WFM Success

The Keys to WFM Success What are, and how to execute, the core values.

Hire and Train to Retain - Part 2

Hire and Train to Retain - Part 2 New hire training can go wrong: OR go right.

Augmenting The Workforce

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

How AI Helps the Workforce

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

Tailoring Generative AI for the Contact Center

Tailoring Generative AI for the Contact Center Why a vertical solution is the best choice.

The New Trifecta of Contact Center Reliability

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

Canadian Privacy Law Reform: Has the Train Left?

Canadian Privacy Law Reform: Has the Train Left? The future of Bill C-27 is uncertain.

How Video Can Maximize the CX

How Video Can Maximize the CX Video has a powerful impact on elevating engagement and loyalty.

The Descent of U.K. Customer Service

The Descent of U.K. Customer Service There is the opportunity to get it right.

Conversation With the Coach

Conversation With the Coach Insights on how to best equip agents to meet changes and challenges.

Contact Center Pipeline Subscriber Exclusives

Subscriber Exclusive

2024 State of the Contact Center

Subscriber Exclusive

Taking WFM to the Cloud

Subscriber Exclusive

12 Tips for Effective Coaching

Sponsored Content

Future Proof Your Contact Center with CX Automation

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eBook: The Open CCaaS Advantage Report

eBook: The Open CCaaS Advantage Report What Will Have the Biggest Impact on Organizations’ CX Automation?

Video: Increase CX Automation with Verint Bots

Video: Increase CX Automation with Verint Bots Augment the human workforce and elevate your CX with Verint automation.

Webinar: The Power of CX Automation

Webinar: The Power of CX Automation Drive self-service experiences and agent productivity with Verint’s Containment and Interaction Wrap-up Bots.

Video: Meet the TimeFlex Bot – Reduce Employee Turnover by Summer

Webinar: CX Automation: The Secret Sauce of Quality Programs

Blog: Verint Research Finds CX Leaders Are Frustrated with Traditional CCaaS Platforms

Case Study: Cognizant Elevates Customer Experience for One of the World’s Largest Athletic Footwear and Apparel Brands

InGenius Genesys Engage

Most Popular

The Fine Art of Contact Center Management - Part 1

Connecting With Anxious Customers

How To Restore Trust in Outbound Calling

The Four Pillars of CX

Distinctive Service Through Customer Choice and Human Connection

AI: What’s Possible and Practical?

The Evolving Omnichannel Experience

Tailoring Technology For Success

Happiness Index Report 2 20240722

Sponsored Content

Make Every Interaction Feel Better Than Expected

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Gartner® report reveals lessons learned on implementing CCaaS.

Gartner® report reveals lessons learned on implementing CCaaS. In today’s complex CX arena, CCaaS solutions are critical. Find out how to deploy your CCaaS successfully.

Brick, Click, & Beyond: Designing the Ultimate CX Blueprint

Brick, Click, & Beyond: Designing the Ultimate CX Blueprint Retailers know that competition to retain customers is fierce. Learn strategies to differentiate with CX.

Boost patient satisfaction with the “Giving patients consumer-like experiences

Making Medicaid Applications and Renewals Constituent Centric

Your guide to putting data-driven CX AI into ACTION

Forrester Planning Guide 2024: Customer Experience

Cognigy eBook 20240723

Meeting Today’s Coaching, Training Challenges

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

Healthcare Contact Centers

Healthcare Contact Centers It’s time to shine!

10 Reasons Why WFM Deserves a Better Name

10 Reasons Why WFM Deserves a Better Name WFM doesn’t tell what it really is or does.

The Keys to WFM Success What are, and how to execute, the core values.

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.

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

Canadian Privacy Law Reform: Has the Train Left? The future of Bill C-27 is uncertain.

The Fine Art of Contact Center Management – Part 2 The five factors of Caller Tolerance.

Delivering Effective Contact Center Management Leaders need and provide coaching, skills development, and a strong corporate culture.

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

Attention, Agents! How to keep agents engaged during training.

Overcoming Five Contact Center Challenges Organizations need to focus on improving CX and EX.

NICE 20240826

Cloud Racers

Meeting Today’s Coaching, Training Challenges

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

Healthcare Contact Centers

Healthcare Contact Centers It’s time to shine!

10 Reasons Why WFM Deserves a Better Name

10 Reasons Why WFM Deserves a Better Name WFM doesn’t tell what it really is or does.

Hire and Train to Retain - Part 2 New hire training can go wrong: OR go right.

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

The Descent of U.K. Customer Service There is the opportunity to get it right.

Conversation With the Coach Insights on how to best equip agents to meet changes and challenges.

Delivering Effective Contact Center Management Leaders need and provide coaching, skills development, and a strong corporate culture.

The Re-Invention of the Telephone Center How embracing change has led the way.

Unleash the Power of Your Team! Full-spectrum coaching is the key.

Friction Isn’t the Enemy: It’s Just Misunderstood How friction in your customer interactions can turn to gold.

Attention, Agents! How to keep agents engaged during training.

How to Manage Angry Customers Here are five rules in a helpful protocol.

ULTCX Research Results Infographic

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

Healthcare Contact Centers

Healthcare Contact Centers It’s time to shine!

Hire and Train to Retain - Part 2

Hire and Train to Retain - Part 2 New hire training can go wrong: OR go right.

Tailoring Generative AI for the Contact Center

Tailoring Generative AI for the Contact Center Why a vertical solution is the best choice.

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

Canadian Privacy Law Reform: Has the Train Left? The future of Bill C-27 is uncertain.

How Video Can Maximize the CX Video has a powerful impact on elevating engagement and loyalty.

The Descent of U.K. Customer Service There is the opportunity to get it right.

Conversation With the Coach Insights on how to best equip agents to meet changes and challenges.

The Fine Art of Contact Center Management – Part 2 The five factors of Caller Tolerance.

Unleash the Power of Your Team! Full-spectrum coaching is the key.

Friction Isn’t the Enemy: It’s Just Misunderstood How friction in your customer interactions can turn to gold.

How to Manage Angry Customers Here are five rules in a helpful protocol.

Hire and Train to Retain - Part 1 New hire training can go wrong: OR go right.

The Fine Art of Contact Center Management - Part 1 Understanding and responding to, the center’s driving forces.

Upland 20231115

Gartner VoC CCaaS Report

Meeting Today’s Coaching, Training Challenges

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

How One Agent Handles 20M Calls a Year

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

Augmenting The Workforce

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.

Tailoring Generative AI for the Contact Center Why a vertical solution is the best choice.

How Video Can Maximize the CX Video has a powerful impact on elevating engagement and loyalty.

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

The Re-Invention of the Telephone Center How embracing change has led the way.

Overcoming Five Contact Center Challenges Organizations need to focus on improving CX and EX.

Connecting With Anxious Customers The cases for careful deflection, supporting preferred channels, and proactive outreach.

Distinctive Service Through Customer Choice and Human Connection Securing success with self-service technologies.

AI: What’s Possible and Practical? Reimagining how AI can be used in the contact center.

Transforming the CX Landscape Can Generative AI help achieve fully autonomous customer support?

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.

Is Your CX Thriving in the Age of Deepfakes? The key to CX lies in positive and secure micro-experiences.

Verint CX Automation

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

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

An Executive Interview with Denis Francoeur, Upland Software

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

An Executive Interview with Kustomer. 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

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

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

Executive Interview with LumenVox Founder & CEO Edward Miller A Sponsored Article by LumenVox

Customer Experience Perfection Is Easy to Achieve A Sponsored Article by BCI

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!

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.

Contact Center Challenges & Priorities for 2018 The survey results are out! Let 2018 be the year to raise the contact center’s profile!

Games People Play

Games People Play Gamification in the contact center industry is rapidly evolving from a nice-to-have to a must-have.

Steering around the Staffing Rapids

Steering around the Staffing Rapids New legislation targets implicit biases, potential harmful technology.

Why the Call Center Was Already Collapsing—Even Before COVID-19

Why the Call Center Was Already Collapsing—Even Before COVID-19 A Sponsored Article by Moxie

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.

Strategies for Managing Remote Call Center Teams – Part 1 How to handle challenges of agents working from home.

ULTCX Research Rundown Infographic