Topics

Strategy

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.

Understanding FCC’s New Rules

Strategy
Understanding FCC’s New Rules
by: Brendan Read
How best to comply with them.

Is Evil Contacting Your Contact Center?

People
Is Evil Contacting Your Contact Center?
by: Roger A. Grimes
How to defend against harm.

The Case for Preparedness

Strategy
The Case for Preparedness
by: Kathleen Peterson
Expert Witness Insights for Contact Centers

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.

The Contact Center Talent Crisis – Part 2

People
The Contact Center Talent Crisis – Part 2
by: Brent Holland
And how hiring underrepresented (and diverse) workforces can help.

Speaking The Customers’ Language(s)

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

Customer Experience
Now Hear This!
by: Kathleen Peterson
New Measures for Contact Centers

When English Is Not Your Customers’ First Language

Strategy
When English Is Not Your Customers’ First Language
by: Leslie O’Flahavan
Writing simply, aided with visuals and links, is key.

Research
Vision 2025
by: Donna Fluss
Key Contact Center Business Goals

The Contact Center Talent Crisis – Part 1

People
The Contact Center Talent Crisis – Part 1
by: Brent Holland
And how hiring underrepresented (and diverse) workforces can help.

Topics