The Emotion Connection
FEATURING
- Change Management
- Techniques of Best-in-Class Voice Interactions
- Women in Leadership: How to Succeed—and Lead—in the Contact Center Industry
Upgrade Your Customer Surveys
FEATURING
- Nothing Ventured, Nothing Gained
- How to Implement CCPA Without Impacting Customer Service
- The Impact of Altruism on a Servant Leadership Culture
Improving the Agent Experience
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- 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