Magazine Archives

October 2022

October 2022

/ Issues

Table of Contents, October 2022

FEATURE ARTICLE
Welcome to the Metaverse
By Brendan Read
How contact centers can help in this new interaction world.

IDIOM INSIGHTS
How 2 Brand U
By Kathleen M. Peterson
10 Ideas for Managing Your Personal Brand

CHATBOTS
Meet Your Future Contact Center Superstar
By Mike Myer
How AI bots retain, attract customers and grow revenues.

REMOTE WORK
Work From Home vs. Hybrid?
By Michele Rowan
What Will Contact Centers Decide

PRODUCT DELIVERY
Four Ways to Turn Delivery Problems into Good CXs
By Chris Tranquill
Simplifying customer and agent processes are the routes forward.

AGENT EXPERIENCE
Hold Times, Hostility, and Hang-Ups
By Puneet Mehta
How to handle the anger plaguing customer service.

RETAIL
How the New Normal Impacts Retail
By Nick Jiwa
Contact center customer service issues, best practices, and trends.

DISRUPTION
Cloud+Remote=Profits
By Simon Dealy
Communications, software efficiency, gig working, start-up thinking add up.

PAYMENTS
Canada’s Modernizing Payment Systems
By Brendan Read
Customers, companies, and workers alike will benefit from these improvements.

MANAGEMENT
Welcome to the Great Surrender
By Trey Briggs
Why many call centers have given up on customer service training.

COACH’S CORNER
Improve CX by Celebrating Front Liners!
By Mark Pereira
Management must make the time to appreciate all agents.

CUSTOMER SERVICE
Setting up Your Reps for Success
By Giuseppe Ficarra
How to manage increasingly complex retail customer service.

STAFFING
How to Make Holiday Hires More Productive
By JD Dillon
Savvy training, development, and yes fun can win the season.

FULFILLMENT AND RETURNS
How to Prepare for Peak (and Return) Season
By Sebastian Reeve
Conversational AI engagement platforms can help shoulder the load.


 

 

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