Contact Center Pipeline

Service Delivery

The Future of CX

Artificial Intelligence
The Future of CX
by: Donna Fluss
It is AI-orchestrated, not AI-replaced.

Planning for Chaos?

Workplace Environment
Planning for Chaos?
by: Nathan Stearns
There’s a smarter way.

Why Most CX Transformations Quietly Fail

Assisted Service
Why Most CX Transformations Quietly Fail
by: Michael Bidwell
How to prevent that from happening.

Why Have a Calendar-First Appointment Platform?

People
Why Have a Calendar-First Appointment Platform?
by: Harshal Raut, Nitu Jain, & Subbu Sailappan
How experts can effectively connect with customers.

Making Time for Training

Performance Management
Making Time for Training
by: Brendan Read
How to justify having your agents off-hook/offline.

The Illusion of Competence

Workplace Environment
The Illusion of Competence
by: Dina Vance
Why knowledge alone does not drive performance.

Could AI Eliminate Entry-Level Jobs?

Artificial Intelligence
Could AI Eliminate Entry-Level Jobs?
by: Stéphane Rivard
Why and how human agents can work with AI.

Scaling Tacit Knowledge in Contact Centers

Workplace Environment
Scaling Tacit Knowledge in Contact Centers
by: Todd Moran
How social learning cultivates lifelong learners.

Moving AI Agents From Pilot to Production

Artificial Intelligence
Moving AI Agents From Pilot to Production
by: Reddy Mallidi
A playbook for deploying them at scale.

Do Offshore BPOs Have a Future?

Planning
Do Offshore BPOs Have a Future?
by: Jeff Fettes
In an AI-first, politically volatile economy?

How RCS Helps The Contact Center

Assisted Service
How RCS Helps The Contact Center
by: Amanda McGuckin Hager
What leaders need to know.

Preventing Chatbot Failure

Assisted Service
Preventing Chatbot Failure
by: Satya Karteek Gudipati
Micro-GPTs can stop that.

How to Make Remote Work Actually Work

People
How to Make Remote Work Actually Work
by: Michela Lombardi
Supporting remote agents requires commitment.

Customer-Centric Self-Service

Service Delivery
Customer-Centric Self-Service
by: Susan Hash
A roundup of practical pointers and wisdom from our contributors.

Future-IZE your KPIs… and Your Frontline Experience!

Service Delivery
Future-IZE your KPIs… and Your Frontline Experience!
by: Kathleen Peterson
Contact centers have changed dramatically over the years. Why are frontline KPIs stuck in the past?

Hold On, I’m Comin’: What to Do with Callers on Hold

Customer Retention
Hold On, I’m Comin’: What to Do with Callers on Hold
by: Kathleen Peterson
A look at the current options for putting callers on hold and their effectiveness.

Go Beyond Net Promoter Score to Measure Customer Experience Effectively

Reporting
Go Beyond Net Promoter Score to Measure Customer Experience Effectively
by: Jim Iyoob
Essential metrics to help you understand how customers experience your brand.

Surviving Post-Holiday Returns

Service Delivery
Surviving Post-Holiday Returns
by: Paul Selby
The holiday ride isn’t over yet! How to maintain service quality during the high-volume post-holiday period and beyond.

The Consolidation Trend Will Further Hurt Quality in the Contact Center

Agent Motivation
The Consolidation Trend Will Further Hurt Quality in the Contact Center
by: Mike Dershowitz
Embrace the rule of 150 to ensure team cohesion and strong performance.

Don’t Make Customers Wait: Smart Solutions for Balancing Demand with Finite Resources

Service Delivery
Don’t Make Customers Wait: Smart Solutions for Balancing Demand with Finite Resources
by: Suman Sarkar
To achieve zero wait time, contact centers have to tackle the problem from both ends—demand and supply.

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