Table of Contents, November 2018
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FEATURE ARTICLE
How AI Will Change the Nature of Contact Center Work
By Susan Hash
Organizations are forging ahead with plans for AI deployments and automation projects. Do you have a plan in place to transform the people and process side of the equation?
TECH LINE
ROI, ROI, Wherefore Art Thou ROI?
By Lori Bocklund
How to show the impact and value of your contact center technology.
IDIOM INSIGHTS
Plan and Measure = Pleasure
By Kathleen M. Peterson
The ability to properly plan, and measure the performance of the plan, improves your contact center’s visibility as a valued asset.
SPONSOR SPOTLIGHT
TCPA Compliancy: Predators and Fines on the Rise
By Bob Wienholt
What you need to know to not fall victim.
AGILITY FACTOR
Taking a Deep Dive into FCR
By Jay Minnucci
Measuring FCR is not always black and white. Add an FCR scoring matrix to cover those calls that fall into the gray area
THE VIEW FROM THE SADDLE
It’s No Secret: Hiring Veterans Is Smart Business
By Paul Stockford
Veterans offer the contact center industry a highly qualified pool of candidates.
INSIDE VIEW
TaskUs
By Susan Hash
Employee-centric decision-making drives high engagement and growth for this unconventional BPO.
SPONSOR SPOTLIGHT
CX Satisfaction Starts with Your Brand Advocates
By Upstream Works
Empower agents to provide insightful, proactive service By unlocking the power of customer data.
PERFORMANCE MATTERS
Delivering Impactful Feedback + Coaching in the Contact Center
By Brian Burke & Francis Hawthorne
Practical, actionable advice for positive coaching and feedback results.
DATA SECURITY
Compliance and the Contact Center: A Proactive Approach Works Best
By Iain Daws
New technologies and best practices for an increasingly complex compliance environment.
STRATEGIC STAFFING
Preparing for the Squeeze: How Wages Will Impact Contact Center Operations This Holiday Season
By Ben Bekhor
Strategies to retain top talent during the holidays and beyond.
INDUSTRY OUTLOOK
Now You Can Shop at the Contact Center App Marketplace!
By Dick Bucci
Virtual marketplaces for contact center solutions are growing in popularity.
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