Strategy

How to Keep the CX Flowing Smoothly

How to Keep the CX Flowing Smoothly

Gas South’s human-centered, technology-enabled approach.

By Brendan Read; Q&A with Jenni Hawkins

Executive Interview with Nitesh Kumar

Executive Interview with Nitesh Kumar

Sponsored by Flatworld Solutions.

by Linda Harden

Turning QA Data into Insights

PEOPLE / STRATEGY

Turning QA Data into Insights

How they can help contact centers.

by Mark Pereira

Enhancing the VOC Process – Part 2

OPERATIONS / STRATEGY

Enhancing the VOC Process – Part 2

Second, turning VOC insights into action.

By John Goodman, with Thomas Hollman, Bill Price, and David Beinhacker

Deflection is NOT Resolution

OPERATIONS / STRATEGY / TECHNOLOGY

Deflection is NOT Resolution

The most trusted metric hides expensive failures.

by Rob Dwyer

Sponsored

How Conversational AI is Rewiring Contact Centers

STRATEGY / TECHNOLOGY

How Conversational AI is Rewiring Contact Centers

They can become (finally!) revenue, not cost, centers.

by Andy O'Dower

What “100% QA Coverage” Doesn’t Tell You

STRATEGY / TECHNOLOGY

What “100% QA Coverage” Doesn’t Tell You

How you can adjust your scorecarding accordingly.

by Owen Zhang

Driving The Bouncy CX Journey

STRATEGY / TECHNOLOGY

Driving The Bouncy CX Journey

How contact centers can smooth out the ride.

By Brendan Read; Q&A with Expert Panel

Why QA Has To Change

STRATEGY / TECHNOLOGY

Why QA Has To Change

AI is forcing new automated processes.

by David Karandish

The Extra Mile Has Rules

PEOPLE / STRATEGY

The Extra Mile Has Rules

How to best set them up and follow them.

by Mark Pereira

Before AI Becomes the Next IVR

STRATEGY / TECHNOLOGY

Before AI Becomes the Next IVR

How contact center leaders can implement AI properly.

by Mike Aoki and Adam Boelke

Enhancing the VOC Process – Part 1

OPERATIONS / STRATEGY

Enhancing the VOC Process – Part 1

First, building the foundation.

By John Goodman, with Thomas Hollman, Bill Price, and David Beinhacker

Is Legacy CRM Holding You Back?

STRATEGY / TECHNOLOGY

Is Legacy CRM Holding You Back?

Here’s what to do about it.

by Michael Ramsey

The Phone Is Not Dead

OPERATIONS / STRATEGY

The Phone Is Not Dead

How to turn conversations into insights.

by Lee Barth

What Will You Be Measured On?

OPERATIONS / STRATEGY

What Will You Be Measured On?

To succeed, you need to treat customer conversations as invaluable assets.

by Scott Kendrick

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How to Prepare for Holiday Fulfillment Challenges Now

by Molly Moore

Planning for Chaos?

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Scaling Tacit Knowledge in Contact Centers

by Todd Moran

Leading Through the AI Shift

by Andy Freed

Stop Deploying AI in Your Contact Center!

by Charlie Adams

The Illusion of Competence

by Dina Vance

The Power of Proactive Customer Engagement

by Jason Fligman

AI and the Future of Customer Service

by Vince Barsolo

Finding (and Cutting) the Hidden Telecom Costs

by Mike Saxton

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