Contact Center Pipeline

Reporting

Evolution of the Contact Center

Artificial Intelligence
Evolution of the Contact Center
by: Kathleen Peterson
Past, present, and future.

The Hidden Power of Time

Development
The Hidden Power of Time
by: Kathryn E. Jackson
Mastering the basics to transform your call center.

Harnessing the Power of Data and Analytics - Part 2

Artificial Intelligence
Harnessing the Power of Data and Analytics - Part 2
by: Shane Devitt
How AI is making a difference for contact center data management.

Which “MetriCX” Matter?

Customer Experience
Which “MetriCX” Matter?
by: Matt McKernan
The “fo(u)remost” important CX metrics to consider.

Mother, FCR, and ACR

Performance Management
Mother, FCR, and ACR
by: Ric Kosiba, Ph.D
Why FCR should be supplemented by active contact resolution.

Harnessing the Power of Data and Analytics - Part 1

Artificial Intelligence
Harnessing the Power of Data and Analytics - Part 1
by: Shane Devitt
How AI is making a difference for contact center data management.

Looking Beyond NPS and CSAT

Artificial Intelligence
Looking Beyond NPS and CSAT
by: Amy Brown
How conversational intelligence is transforming healthcare organizations’ CXs.

Blueprint for a Contact Center Annual Report

Planning
Blueprint for a Contact Center Annual Report
by: Kathleen Peterson
Content topics to consider for crafting a powerful Report.

Solving the CX Calculation Discrepancy - Part 3

Customer Experience
Solving the CX Calculation Discrepancy - Part 3
by: Rick McGlinchey
How to improve your reporting and results.

Solving the CX Calculation Discrepancy - Part 2

Customer Experience
Solving the CX Calculation Discrepancy - Part 2
by: Rick McGlinchey
How to improve your reporting and results.

From Efficiency To CX

People
From Efficiency To CX
by: Dina J. Vance
Why and how data-driven contact center metrics have changed.

Solving the CX Calculation Discrepancy - Part 1

Customer Experience
Solving the CX Calculation Discrepancy - Part 1
by: Rick McGlinchey
How to improve your reporting and results.

The Critical Role of Data Analytics

Artificial Intelligence
The Critical Role of Data Analytics
by: Leila Hawkins
Why data analytics matters in CX.

Shoe-Leather Reporting

Strategy
Shoe-Leather Reporting
by: Kathleen Peterson
Write a report worth reading!

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.

Plan and Measure = Pleasure

Planning
Plan and Measure = Pleasure
by: Kathleen Peterson
The ability to properly plan, and measure the performance of the plan, improves your center’s visibility as a valued asset.

Taking a Deep Dive into FCR

Reporting
Taking a Deep Dive into FCR
by: Jay Minnucci
Measuring FCR is not always black and white. Add an FCR scoring matrix to cover those calls that fall into the gray area.

Contact Center Costs and the Role of Technology

Strategy
Contact Center Costs and the Role of Technology
by: Lori Bocklund
Understanding your costs and cost structure sets the stage for analyzing savings and other benefits.

Contact Centers: The Secret to Business Intelligence

White Papers
Contact Centers: The Secret to Business Intelligence
by: Anonym
A Sponsored Article by Telax.

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