Contact Center Pipeline

Customer Experience

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.

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.

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.

Making Connections Amidst Disruption

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

Tapping the Power of Culture – Part 1

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

How To Avoid Repeats…Repeats…

Artificial Intelligence
How To Avoid Repeats…Repeats…
by: Vladimir Sterescu
Customers shouldn’t have to repeat themselves.

Doubling Down on Digitization

Turnover
Doubling Down on Digitization
by: Meredith Keller
Why single-platform interaction solution integration is essential.

Navigating the Future of BPO

Customer Experience
Navigating the Future of BPO
by: Rommel Regino
BPO companies face treacherous global trade shifts.

Artificial Intelligence
Over and Out
by: Kathleen Peterson
My best advice for Contact Centers.

The CX Buzzword Hall of Shame

Customer Experience
The CX Buzzword Hall of Shame
by: Shane Devitt
Terms that mean nothing but sound impressive.

Are Customers (and Agents) Truly Different?

People
Are Customers (and Agents) Truly Different?
by: Brendan Read
They may have far more in common despite generations, countries.

The Personalization Imperative

Artificial Intelligence
The Personalization Imperative
by: Patrick Martin
How AI is delivering personalized CXs.

Decoding Customer Desires

People
Decoding Customer Desires
by: Joe O'Brien
How call intent enables exceptional CXs.

The Great Contact Center Standoff

Research
The Great Contact Center Standoff
by: Steve Morrell
Customers Want Humans, Businesses Push Automation—Who Wins?

Ready for the Next Disaster?

People
Ready for the Next Disaster?
by: Brendan Read
Steps contact centers can take.

Making Remote Work Successful

Operations
Making Remote Work Successful
by: Michele Rowan
Employee choice, development, engagement are key.

Speaking The Customers’ Language(s)

Artificial Intelligence
Speaking The Customers’ Language(s)
by: Brendan Read
Multilingual agents and AI can help.

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