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Gardening the CX

Gardening the CX How Stanley Black & Decker Outdoor gets the CX done. Current Issue Operations Workforce Management Strategy Customer Experience Technology Workforce Optimization Artificial Intelligence Remote Work People

The Hurrier I Go... The Behinder I Get!

The Hurrier I Go... The Behinder I Get! Taking time to make impactful decisions. Current Issue Strategy Customer Experience

The Rising Importance of Contact Centers

The Rising Importance of Contact Centers Do not underestimate centers’ value to the business. Current Issue Strategy Customer Experience Technology Omnichannel

How to Put Bots to Work

How to Put Bots to Work Bots are revolutionizing user interfaces. Current Issue Operations People Technology Artificial Intelligence

How to Efficiently Maximize Contact Reach

How to Efficiently Maximize Contact Reach If you haven’t invested in a dialer, now is the time to do so. Current Issue People Development Technology

Reaching Out to Improve the B2B CX

Reaching Out to Improve the B2B CX How well-executed outbound customer contacts can deliver excellent CXs. Current Issue Operations Technology Self-Service

How to Optimize Conversations and Augment Customer Value

How to Optimize Conversations and Augment Customer Value AI guidance can power improved customer interaction outcomes. Current Issue Operations Technology Artificial Intelligence

5 Practical Employee Retention Strategies that Work

5 Practical Employee Retention Strategies that Work How B2B organizations can respond to the Great Resignation. Current Issue Strategy People Turnover

Is There a Future for Outbound?

Is There a Future for Outbound? Outbound communications is increasingly vital but is facing pressure on many fronts. Current Issue Strategy Customer Experience Technology Artificial Intelligence

Revolutionizing Customer Service

Revolutionizing Customer Service Is Generative AI/ChatGPT set to transform the contact center industry? Current Issue Operations Technology Artificial Intelligence

Three Tips for Inside Sales Success

Three Tips for Inside Sales Success Navigating the new reality of B2B sales to capitalize on shifting buyer behavior. Current Issue Operations People

Evolving the Contact Center into a Data-Driven Brand Guardian

Evolving the Contact Center into a Data-Driven Brand Guardian The most successful contact centers will enact this transformational change to smarter CXs. Current Issue Operations Strategy Customer Experience

The ChatGPT Revolution?

The ChatGPT Revolution? Will, and how, this new technology model help contact centers? Operations Technology

Putting Employee Experience at the Center of Digital Transformation

Putting Employee Experience at the Center of Digital Transformation People Technology White Papers

The AI Duo Contact Centers Need

The AI Duo Contact Centers Need How Generative AI and Conversational AI improves the CX. Operations Technology Omnichannel Artificial Intelligence

What Goes Down Must Come Up

What Goes Down Must Come Up A progress in spirals. Strategy Vision - Mission - Values People

Caller Authentication: The Cybersecurity “Seat Belt”

Caller Authentication: The Cybersecurity “Seat Belt” Utilizing caller authentication with voice biometrics can protect customers. Operations Technology Data Security

How to Manage Telecom Fraud

How to Manage Telecom Fraud Telecom fraud can’t be eradicated but its risks can be minimized. People Technology Data Security Artificial Intelligence

Preparing Your Call Center for Hurricane Season

Preparing Your Call Center for Hurricane Season Get ahead of the next natural disaster with these simple prep tips. Operations Technology Self-Service Artificial Intelligence Remote Work People

Getting the Most From Your Chatbots

Getting the Most From Your Chatbots Common issues, solutions, and developments (like ChatGPT) to this popular application. Operations Technology Artificial Intelligence