Improving the Agent Experience
FEATURING
- Special Report:
- Contact Center Challenges and Priorities for 2020
- Operation Social Media... 2020
- Contact Center 2020: Yesterday and Today
Leading a Service Culture
FEATURING
- Improve Engagement with Technology
- Pushing the Project Pause Button
- Consolidation Trend Will Hurt Quality
- Major Predictions for 2020
The Making of a Contact Center Superagent
FEATURING
- Everybody Has Data, But What Are You Doing With It?
- Are Your Self-Service Channels Your Customers’ Last Option?
- Balancing Customer Experience with Fraud Prevention in the Contact Center
Metrics Roundup
FEATURING
- Make Technology a Strategic Tool
- Is Your Contact Center a Fantasyland... Or Not?
- Survey Results: Voice of the Customer
Contact Center Executive Outlook on 2020 and Beyond
FEATURING
- Keep it Simple with Speech
- Who Owns the Customer Experience?
- Virtual Assistants Can Be Your Agents’ Best Friends