Topics

Strategy

Improving Healthcare Contact Center Outcomes

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

From Hearing to Listening

Customer Experience
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.

Charging Back at Chargebacks

People
Charging Back at Chargebacks
by: Monica Eaton
How customer response can help.

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.

11 Most Valuable Metrics

Strategy
11 Most Valuable Metrics
by: Manu Parhar
These will bolster CX, performance, and productivity.

Can AI Help Speak Customers’ Languages?

Artificial Intelligence
Can AI Help Speak Customers’ Languages?
by: Brendan Read
AI applications need humans as backups.

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.

Evolution of the Contact Center

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

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