Table of Contents, June 2023

FEATURE ARTICLE
Gardening the CX
By Brendan Read
How Stanley Black & Decker Outdoor gets the CX done.

IDIOM INSIGHTS
The Hurrier I Go … The Behinder I Get!
By Kathleen M. Peterson
Taking time to make impactful decisions.

CONTACT CENTER VALUE
The Rising Importance of Contact Centers
By Robert Bradshaw
Do not underestimate centers’ value to the business.

CHATBOTS
How to Put Bots to Work
By Jacob Molina
Bots are revolutionizing user interfaces.

OUTBOUND
How to Efficiently Maximize Contact Reach
By Mark Pereira
If you haven’t invested in a dialer, now is the time to do so.

B2B
Reaching Out to Improve the B2B CX
By Vickie Schutze
How well-executed outbound customer contact can deliver excellent CXs.

ARTIFICIAL INTELLIGENCE
How to Optimize Conversations and Augment Customer Value
By Eangelica Aton
AI guidance can power improved customer interaction outcomes.

EMPLOYEE RETENTION
5 Practical Employee Retention Strategies that Work
By Sara Wakefield
How B2B organizations can respond to the Great Resignation.

VENDOR ROUNDTABLE
Is There a Future for Outbound?
By Brendan Read
Outbound communications is increasingly vital but is facing pressure on many fronts.

GENERATIVE AI
Revolutionizing Customer Service
By Stuart Dorman
Is Generative AI/ChatGPT Set to Transform the Contact Center Industry?

INSIDE SALES
Three Tips for Inside Sales Success
By Ben Chacko
Navigating the new reality of B2B sales to capitalize on shifting buyer behavior.

BRAND GUARDIANS
Evolving the Contact Center into a Data-Driven Brand Guardian
By Magnus Geverts
The most successful contact centers will enact this transformational change to smarter CXs.