Table of Contents, November 2021

FEATURE ARTICLE
Is the Picture Bright for Video?
By Brendan Read
Video is widely used for internal communications, but will it grow for customer contact?

SPONSOR SPOTLIGHT
Why Self-Service Needs a Human Touch
By NICE
How to make self-service live up to its promise.

DIGITAL TRANSFORMATION
Video Fatigue? Not in Customer Contact
By Nancy Jamison
Video has become a vital tool in the contact center.

EMPLOYEE ENGAGEMENT
Will Video “Kill” The Call Center Agent?
By Brendan Read
Video promises to enhance collaboration but risks appearance, possible discrimination issues.

TECH LINE
Guiding Your Cloud Implementation
By Lori Bocklund
Guardrails to keep your technology project on track.

SPONSOR SPOTLIGHT
Executive Interview with OpenText
By OpenText
Meet Alex Martinez as he discusses the OpenText organization.

IDIOM INSIGHTS
Culture Shift: Contact Center Management in the Age of Experience
By Kathleen M. Peterson
How to move from cost- and task-based to value- and experienced-based operations.

CUSTOMER EXPERIENCE
Three Rules to Win the 2021 Holiday Season
By Chris Bauserman
Empowerment, AI, and soft skill coaching could help you score points with customers.

RETAIL
Mastering the Hybrid Retail Experience
By Seb Reeve
Cross-channel conversational AI can help open consumers’ wallets.

INSIDE VIEW
What’s In Store for Holiday Retail CX?
By Brendan Read
Improved customer digital and agent experiences could make this season brighter.

VIEW FROM THE SADDLE
Hanging on the Telephone
By Paul Stockford
Many contact centers are exploring methods of migrating customers to other channels.

CLOUD COMPUTING
Providing, and Assuring, the Total Experience
By James Isaacs
Testing is key to enabling a cloud-based TX strategy.

WORKFORCE MANAGEMENT
Lifting Innovation With Cloud WFM
By David Singer
In the post-COVID-19 contact center, cloud is a given, as is the need for holistic WFM.