Technology

A Conversation on Coaching and Training

A Conversation on Coaching and Training Happitu’s Rob Dwyer shares his insights. Strategy People Development Remote Work Technology

Enabling Productive Solutions

Enabling Productive Solutions Digital channels, stronger CX focus, and WFA/WFH are changing the employee experiences. Operations Workforce Management Strategy Customer Experience People Performance Management Technology Software Platforms Artificial Intelligence Remote Work Operations Technology Vendor Roundtable

The Virtual Shift

The Virtual Shift UCC applications and agents are moving off-premise, with some challenges. Strategy Customer Experience Technology Unified Communications Remote Work Technology

Edging to the Brink of Change

Edging to the Brink of Change What will 2023 bring to the industry? Strategy Customer Experience Technology Omnichannel Artificial Intelligence Remote Work Technology

How WebRTC Addresses Real World Challenges

How WebRTC Addresses Real World Challenges Web Real-Time Communications is coming into its own as invaluable channel. People Technology Artificial Intelligence Remote Work Technology

The Transformational Power of Quality Monitoring

The Transformational Power of Quality Monitoring How a robust QM program can remake the CX. Operations People Technology Self-Service Artificial Intelligence Remote Work Technology

“Hearing” and Heeding Today’s Customers

“Hearing” and Heeding Today’s Customers Digital channels, immediacy, and WFH are shaping the conversations. Operations Strategy Customer Experience People Performance Management Technology Remote Work Technology

Disruptive Disruptors Disrupting

Disruptive Disruptors Disrupting Leveraging artificial intelligence (AI) to solve today’s customer and employee experience challenges. Operations Strategy Customer Experience People Technology Omnichannel Workforce Optimization Artificial Intelligence Remote Work Technology

Transforming Talent Management at Home

Transforming Talent Management at Home Applying intelligent interviewing, AQM, and IVA solutions are key. Operations Workforce Management People Technology Staffing Artificial Intelligence Remote Work Technology

Changing the Business Experience

Changing the Business Experience Automation, digitization, WFH, and rising expectations are reshaping the business customer experience. Operations Strategy Customer Experience People Development Technology Artificial Intelligence Remote Work Technology

DaaS to the Desktops

DaaS to the Desktops How secure desktop-as-a-service (DaaS) solutions help agents work productively from anywhere. People Technology Remote Work Technology

Executive Interview with LiveVox Founder & CEO Louis Summe

Executive Interview with LiveVox Founder & CEO Louis Summe A Sponsored Article by LiveVox Operations Workforce Management Virtual Contact Centers People Technology Omnichannel Artificial Intelligence White Papers Remote Work Technology

Headsets: The Call Floor Perspective

Headsets: The Call Floor Perspective Here’s what agents want from headsets, and issues with them. Operations People Technology Remote Work Technology

Optimizing Agent Performance

Optimizing Agent Performance How AI-driven behavioral analytics can improve the experience of agents in the new normal. Operations People Performance Management Technology Workforce Optimization Artificial Intelligence Remote Work Technology

Is the Picture Bright for Video?

Is the Picture Bright for Video? Video is widely used for internal communications, but will it grow for customer contact? Operations Collaboration Strategy Customer Experience Technology Remote Work Technology

Video Fatigue? Not in Customer Contact

Video Fatigue? Not in Customer Contact Video has become a vital tool in the contact center. Strategy Customer Experience Technology Unified Communications Remote Work Technology

Will Video “Kill” the Call Center Agent?

Will Video “Kill” the Call Center Agent? Video promises to enhance collaboration but risks appearance, possible discrimination issues. Operations Collaboration Strategy Customer Experience Technology Remote Work Technology

5 Ways Contact Centers Can Best Serve Customers and Grow Their Business

5 Ways Contact Centers Can Best Serve Customers and Grow Their Business Yesterday’s processes and technologies can no longer keep pace with today’s expectations. Technology Artificial Intelligence Remote Work Technology

Creating a Sustainable Work-from-Home Contact Center

Creating a Sustainable Work-from-Home Contact Center Top tech & tools for the transition to a permanent remote-work model. Technology Unified Communications Workforce Optimization Remote Work Technology

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center Adaptations made to survive the pandemic will guide the contact center’s continuous evolution in coming years. Technology Artificial Intelligence COVID-19 Remote Work Remote Work Operations Technology

Contact Center Pipeline Current Issue

CURRENT ISSUE: November 2023

Learning from the Customers

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