Table of Contents, November 2023

FEATURE ARTICLE
Learning from the Customers
By Brendan Read; Q&A with Laura Sikorski
Companies should focus on the total experience.

IDIOM INSIGHTS
The Intangible Value of Healthcare Access Centers
By Kathleen M. Peterson
Transforming the Patient Experience while optimizing the operational efficiency of Healthcare facilities.

PLATFORMS
Decoding The Solution Options
By Britta Guldmann
What do no-, low-, and pro-code platforms mean for CX?

VIDEO
Seeing a Better CX
By Margaret Henney
How video messaging powers a better customer experience.

HEALTHCARE
How to Deliver a Healthy Patient Customer Experience
By Jason Mercer-Pottinger
Why the direct-to-patient, fully remote contact center is the right course of treatment.

CUSTOMER INSIGHTS
Hearing (and Understanding) the Customers
By Brendan Read; Q&A with Dave Singer
How to best tap their invaluable insights.

CUSTOMER EXPERIENCE
Raise Your Voice!
By Chris Tranquill
Why VoC must be part of your CX strategy.

AUTOMATION
Better Automation Makes Better Agents
By Matt McConnell
How emerging new technologies enable agents to perform their best.

QUALITY ASSURANCE
The Future of QA in Contact Centers
By Sharon Oatway
Leveraging AI and coaching for improved performance.

ARTIFICIAL INTELLIGENCE
Energizing the CX
By Joanna Moser
How contact centers can harness the power of AI.

EMPLOYEE EXPERIENCE
How to Win Agents’ Minds and Hearts
By Carolyn Clark
Hint: it takes prioritizing the employee experience.

VOICE OF CUSTOMER
Taking the VoC Road
By Mark Pereira
Heeding the guideposts to customer success.

VENDOR ROUNDTABLE
How Contact Centers Can Have Available Quality Agents - Part 1
By Brendan Read
Multiple forces are constraining contact center workforces.