Strategy

Strategy

Answering the Challenges

Strategy

Answering the Challenges

by: Brendan Read

Our Advisory Board shares timely insights into key contact center issues.

Answering the Challenges

Strategy
Answering the Challenges
by: Brendan Read
Our Advisory Board shares timely insights into key contact center issues.

Improving Customer Engagement Amid Uncertainty

Artificial Intelligence
Improving Customer Engagement Amid Uncertainty
by: Reggie Scales
Exploring AI’s role in making that happen.

It’s Just People

Turnover
It’s Just People
by: Charlie Adams
Leadership is about simplicity, humanity, and growth.

Mission Culture vs. Trench Culture

Turnover
Mission Culture vs. Trench Culture
by: Annette Franz
Bridging the gap between what is said and how work is done.

Supreme Telemarketing Changes?

Strategy
Supreme Telemarketing Changes?
by: Brendan Read
Key rulings on the TCPA and other regulations could create compliance uncertainty, for now.

How Automated Contact Channels are Evolving

Artificial Intelligence
How Automated Contact Channels are Evolving
by: Afshan Kinder & David Burnie
And the steps to take to ensure excellent omnichannel CX.

The Road Ahead for Auto Finance CX

Artificial Intelligence
The Road Ahead for Auto Finance CX
by: Brendan Read
How AI, automation can help automotive lending CXs move forward.

Changing the WFM Game

Strategy
Changing the WFM Game
by: Sharon Shelly
How CRM platforms can help score corporate goals with back-office plays.

Improving Healthcare Contact Center Outcomes

Case Studies
Improving Healthcare Contact Center Outcomes
by: Brendan Read
How CaduceusHealth balanced costs and quality.

From Hearing to Listening

Research
From Hearing to Listening
by: Steve Morrell
Why AI-powered interaction analytics must be on every CX leader’s agenda.

Tapping the Power of Culture – Part 2

Culture
Tapping the Power of Culture – Part 2
by: Mark Pereira
How CQ can connect with customers.

Why Learning Together is Best

Workplace Environment
Why Learning Together is Best
by: Sean Segal
The need for cohort-based learning.

Why Inclusive Hiring = Success

Turnover
Why Inclusive Hiring = Success
by: David Sudolsky
And contact centers can show the way.

Making Connections Amidst Disruption

Artificial Intelligence
Making Connections Amidst Disruption
by: Brendan Read
How AI and automation are changing them.

Breaking Through the Outbound Barriers

Artificial Intelligence
Breaking Through the Outbound Barriers
by: Rob Auld & David Byck
Personalization, follow-up, AI, and compliance can connect with customers.

Tapping the Power of Culture – Part 1

Culture
Tapping the Power of Culture – Part 1
by: Mark Pereira
How CQ can connect with customers.

Topics

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Answering the Challenges

Improving Customer Engagement Amid Uncertainty

It’s Just People

Mission Culture vs. Trench Culture

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Looking Ahead to 2020

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