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Strategy
Topics:
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Customer Experience
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Visibility
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Industry Research
Strategy
Key Trends in Agent Productivity
by: Brendan Read
How contact centers can get on top of critical operations factors.
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Key Trends in Agent Productivity
How contact centers can get on top of critical operations factors.
Current Issue
Operations
Strategy
People
Technology
Artificial Intelligence
Remote Work
Operations
The Path to Healthcare ACCESS … Trends for 2023
2023 is the year of Healthcare stabilization.
Current Issue
Operations
Strategy
People
Turnover
How to Check Writing Skills Before Hiring
Having excellent writing abilities is crucial for agents and their employers.
Current Issue
Operations
Strategy
People
Hiring
Avoiding the 5 Training and Coaching Fails
The key reasons why these programs don’t work and what can be done.
Current Issue
Operations
Strategy
Customer Experience
People
Development
It’s Definitely Time to Rethink the Agent Desktop Experience
Is a complicated desktop hindering your agents?
Current Issue
Customer Experience
Technology
Artificial Intelligence
Remote Work
Operations
Enabling Productive Solutions
Digital channels, stronger CX focus, and WFA/WFH are changing the employee experiences.
Current Issue
Operations
Workforce Management
Strategy
Customer Experience
People
Performance Management
Technology
Software Platforms
Artificial Intelligence
Remote Work
Operations
Technology
Vendor Roundtable
Moving Forward: What Will 2023 Bring for Contact Centers?
Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.
Operations
Workforce Management
Strategy
Customer Experience
People
Technology
Training and development
Remote Work
Operations
The One and Done Story
Positively impact your customers, agents, efficiency and brand.
Operations
Strategy
Customer Experience
People
Updating the Employee Playbook
Several evolving trends that are forcing management changes.
Operations
Strategy
Customer Experience
People
Turnover
Technology
Remote Work
Operations
What Do You Want to Take With You in 2023?
Unpack and sort your professional and personal life.
Strategy
Technology
How to Succeed in the New Normal
A Guide for Small-Medium Business Contact Centers.
Operations
Strategy
Customer Experience
People
Engagement
Building a Win-Win Customer Strategy
Four lessons for moving toward more connected engagements.
Operations
Strategy
Customer Experience
Technology
Artificial Intelligence
Tuning into Video
The reasons why video in the contact center is going mainstream.
Strategy
Customer Experience
Technology
Omnichannel
CX: The Key to Driving ROI
Organizations should focus on delivering customer-engaging experiences with the right tech.
Strategy
Customer Experience
People
Engagement
Turnover
Technology
Omnichannel
How to Create Real-World Loyalty
An integrated digital customer/employee-driven approach can strengthen brand affinity.
Strategy
Customer Experience
Technology
Remote Work
Strategy
The Virtual Shift
UCC applications and agents are moving off-premise, with some challenges.
Strategy
Customer Experience
Technology
Unified Communications
Remote Work
Technology
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CURRENT ISSUE: February 2023
Key Trends in Agent Productivity
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