Magazine Archives

March 2021

How to Foster Diversity & Inclusion in the Contact Center

FEATURING


  • How to Foster Diversity & Inclusion in the Contact Center

  • What Is Your Customer-Centric DNA?

  • Digital Customer Care: 10 Ways to Fix Not-Very-Good Tweets to Customers

  • The Role of Contact Center Agents in Product Innovation

February 2021

Planning a Safe Return to Work

FEATURING


  • Planning a Safe Return to Work

  • Texting Takeover: How to Integrate SMS, WhatsApp and Apple Business Chat into Your Contact Center
  • Turning Disruption into Opportunity

  • Is It Time to BYOC (Be or Bring Your Own Carrier)?


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January 2021

Moving Forward: What Will 2021 Bring for Contact Centers?

FEATURING


  • Moving Forward: What Will 2021 Bring for Contact Centers?

  • Contact Center Challenges and Priorities for 2021: A Year Like No Other

  • Three Steps to Acing AI-Human Interactions

  • Invest in Your Human Capital


December 2020

Managing Through COVID-19

FEATURING


  • Managing Through COVID-19

  • Legal and Regulatory Developments in 2020—and What to Expect in 2021

  • Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces


November 2020

Leading with Empathy

FEATURING


  • Leading with Empathy

  • The Four Most Important Skills for Leading Hybrid Teams

  • Seven Ways Next-Gen Knowledge Management Is Helping Organizations Respond at the Pace of Change


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