Table of Contents, July 2022

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

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

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

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

SPONSOR SPOTLIGHT-CENTRICAL
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.

OMNICHANNEL
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.

COACH'S CORNER
Rise of the Chatbots
By Mark Pereira
How contact centers can employ chatbots effectively.

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

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

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

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

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