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July 2022

July 2022

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Multiple Channels, Challenges, and Opportunities

Table of Contents, July 2022

Keeping the Customer Promise
By Brendan Read
EFG Companies has won multiple Stevie Awards since 2014 for its excellent customer service.

Carry That Load …
By Kathleen M. Peterson
The Art of Resource Planning in the Contact Center

Steering around the Staffing Rapids
By Brent Holland
New legislation targets implicit biases, potential harmful technology.

What Does Exceptional Customer Service Look Like?
By Trey Briggs
Exceptional word choice and phone manners.

Taking the Leap to Success in 2022
By Luke Jamieson
Every big leap takes the right timing, careful planning, intention, a clear goal, and focus.

How to Manage Multiple Evolving Channels
By Mary Kane
Effective technology application and agent recruitment and training are critical to help customers successfully conduct complex interactions on their journeys.

Rise of the Chatbots
By Mark Pereira
How contact centers can employ chatbots effectively.

Uncover the Value of Digital Self-Service CX
By Tony Lorentzen
Here are several best practices to obtain the business benefits from these channels.

The Playbook for Customer Service/Support AI
By Puneet Mehta
FHow to make chatbots a winning solution.

Simplifying Multiple Channel Management
By Tom Mullen
Customers are interacting over more channels, challenging contact center managers.

Routing Right
By Laura Sikorski
Contact centers need to focus their technologies on satisfying customers and deliver memorable CXs.

Multiple Channels, Challenges, and Opportunities
By Brendan Read
How can organizations best handle inbound customer contacts in the new normal?

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