January 2024 Contact Center Pipeline / Jan 2024 / Issues Download Issue [PDF] Table of Contents, January 2024 FEATURE ARTICLE Moving Forward: What Will 2024 Bring For Contact Centers? By Brendan Read Contact Center Pipeline’s Advisory Board shares timely insights to take into the New Year. IDIOM INSIGHTS Proximity Ambition and the Contact Center By Kathleen M. Peterson Land of Opportunity COACHING Coaches Need Coaching Too! By Gerry Barber Equip your coaches with the right tools. TALENT ACQUISITION Make Unlearning and Adapting a 2024 Resolution By Sangeeta Bhatnagar This is a resolution that your contact center must keep. TOTAL EXPERIENCE Time to Rethink Your Business Strategy By Renaud Charvet How total experience (TX) could give your contact center the edge. SELF-SERVICE The Bright Future of Voice Self-Service By Daniel O’Sullivan Analyzing and understanding the conversations are key. INTELLIGENT SWARMING The Intelligent Way To Adopt Intelligent Swarming By Patrick Martin How to benefit from this leading edge CX methodology. SMBs Unifying UC With Contact Center Capabilities By Kerrin Parker What SMBs need to know about optimizing these critical solutions. VENDOR ROUNDTABLE How Contact Centers Can Have Available Quality Agents - Part 3 By Brendan Read Multiple forces are constraining contact center workforces. GPT-4 How Will GPT-4 Impact Chatbot Usage? By Scott Kolman Understanding GPT-4 and the implementation steps to take. RETAIL The Future of Retail Customer Service By Fara Haron Why - and how - modern AI chatbots can get contact centers there. CLOUD CONTACT CENTER Why (and How) Move to the Cloud By Dave Rennyson Going to the cloud must be done right, for the right reasons. DELIVERING VALUE The Route to Global Contact Center Success By Douglas Thompson An example of how one organization improved their reach to customers worldwide.