October 2023

Managing the Data

Table of Contents, October 2023

FEATURE ARTICLE
Managing the Data
By Brendan Read
How contact centers can obtain meaningful insights from customer engagement data.

SPONSORED CASE STUDY
WiserOwl Helps Global Eyewear Contact Center Save Millions
By Robert Bradshaw

IDIOM INSIGHTS
Hungry for Praise
By Kathleen M. Peterson
Building a culture of praise and recognition.

CUSTOMER EXPERIENCE
Time to Take Contact Centers to the Next CX Level
By Robby Paul
Engage employees, develop data-led view of customers, and move to omnichannel.

KNOWLEDGE SHARING
4 Strategies to Grow a Knowledge Sharing Culture
By Bonnie Chase
Why knowledge sharing is critical for customer support.

RETAIL
Keeping Retail on the Road
By Brendan Read
Personalization and agent empowerment can steer the CX in the right direction.

COACH’S CORNER
Using Data to Improve Performance
By Mark Pereira
How data can be used effectively in coaching and training.

CUSTOMER ENGAGEMENT
Building Connections with Edgy Customers
By Brendan Read
The growing customer/brand disconnects and how to close them.

DATA ACCURACY
The Indispensable Role of Accurate Data
By Matthew Furneaux
Why data accuracy is critical in today’s contact centers.

FIRST-PARTY DATA
Why Bring SEO and First-Party Data Together?
By Rachel Hernandez
This strategy enables curated CXs and UXs.

GENERATIVE AI
Transforming the Retail CX
By Robin Gomez
How Generative AI will play a pivotal role.

ARTIFICIAL INTELLIGENCE
Demystifying AI
By Richard Boire
How AI can best deliver its benefits for the contact center.

VOICE DATA
Voicing Excellent CX
By Don Macdonald
How voice data empowers agents to help customers.