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October 2024

October 2024 Dissatisfied Customers, Unsatisfactory Responses?

Dissatisfied Customers, Unsatisfactory Responses?

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

Elevate Your Contact Center to an Operational Powerhouse…

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

Best Use Cases for AI in Contact Centers

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

From Efficiency To CX

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

The Impacts of Data Decay

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

The Secret Sauce for Contact Center Success

The Secret Sauce for Contact Center Success How unifying customer data bakes in excellent CXs.

Solving the CX Calculation Discrepancy - Part 1

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

Building Ethical AI Practices

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

Revolutionizing the Service and Support Experience

Revolutionizing the Service and Support Experience How AI is making a difference.

Adapting to Evolving Customer Expectations

Adapting to Evolving Customer Expectations How this strategy can be successful.

Moving Support With Digital Ridealongs

Moving Support With Digital Ridealongs Changing service direction from deflection to connection.

The Critical Role of Data Analytics

The Critical Role of Data Analytics Why data analytics matters in CX.

Wanted Customers: Unwanted Products

Wanted Customers: Unwanted Products How to handle customer service friction from retail returns.

September 2024

September 2024 Meeting Today’s Coaching, Training Challenges

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.

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.

August 2024

August 2024 Conversation With the Coach

Conversation With the Coach

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

Delivering Effective Contact Center Management

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

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

The Re-Invention of the Telephone Center

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

Unleash the Power of Your Team!

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

Friction Isn’t the Enemy: It’s Just Misunderstood

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

Attention, Agents!

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

How to Manage Angry Customers

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

Overcoming Five Contact Center Challenges

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

Hire and Train to Retain - Part 1

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

Turn Training into a Competitive Advantage

Turn Training into a Competitive Advantage Strategies, methods, and tools that can help.

Bolstering Training With Microlearning

Bolstering Training With Microlearning How this method can improve agent L&D.

July 2024

July 2024 Connecting With Anxious Customers

Connecting With Anxious Customers

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

The Fine Art of Contact Center Management - Part 1

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

Distinctive Service Through Customer Choice and Human Connection

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

AI: What’s Possible and Practical?

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

The Four Pillars of CX

The Four Pillars of CX Obtaining modern capabilities by overcoming legacy technology challenges.

Transforming the CX Landscape

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

The Evolving Omnichannel Experience

The Evolving Omnichannel Experience Customers want personalization and consistency from contact centers.

Contact Center Pipeline Current Issue

CURRENT ISSUE: October 2024

Dissatisfied Customers, Unsatisfactory Responses?

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