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Strategy

Healthcare Contact Centers

Strategy
Healthcare Contact Centers
by: Kathleen Peterson
It’s time to shine!

Hire and Train to Retain - Part 2

Development
Hire and Train to Retain - Part 2
by: Neal Dlin
New hire training can go wrong: OR go right.

Tailoring Generative AI for the Contact Center

Artificial Intelligence
Tailoring Generative AI for the Contact Center
by: Assaf Melochna
Why a vertical solution is the best choice.

The New Trifecta of Contact Center Reliability

Technology
The New Trifecta of Contact Center Reliability
by: Ankush Gangwani
Agent experience, proactive security, and network redundancy are key.

Canadian Privacy Law Reform: Has the Train Left?

Strategy
Canadian Privacy Law Reform: Has the Train Left?
by: Sara Clodman
The future of Bill C-27 is uncertain.

How Video Can Maximize the CX

Artificial Intelligence
How Video Can Maximize the CX
by: Paul Sparta
Video has a powerful impact on elevating engagement and loyalty.

The Descent of U.K. Customer Service

Turnover
The Descent of U.K. Customer Service
by: Keith Gait
There is the opportunity to get it right.

Conversation With the Coach

Development
Conversation With the Coach
by: Brendan Read
Insights on how to best equip agents to meet changes and challenges.

The Fine Art of Contact Center Management – Part 2

Strategy
The Fine Art of Contact Center Management – Part 2
by: Kathleen Peterson
The five factors of Caller Tolerance.

Unleash the Power of Your Team!

Engagement
Unleash the Power of Your Team!
by: Kathryn E. Jackson
Full-spectrum coaching is the key.

Friction Isn’t the Enemy: It’s Just Misunderstood

Workplace Environment
Friction Isn’t the Enemy: It’s Just Misunderstood
by: Eric Carrasquilla & Mark Smith
How friction in your customer interactions can turn to gold.

How to Manage Angry Customers

People
How to Manage Angry Customers
by: Eric Harne
Here are five rules in a helpful protocol.

Hire and Train to Retain - Part 1

Development
Hire and Train to Retain - Part 1
by: Neal Dlin
New hire training can go wrong: OR go right.

Connecting With Anxious Customers

Artificial Intelligence
Connecting With Anxious Customers
by: Brendan Read
The cases for careful deflection, supporting preferred channels, and proactive outreach.

The Fine Art of Contact Center Management - Part 1

Strategy
The Fine Art of Contact Center Management - Part 1
by: Kathleen Peterson
Understanding and responding to, the center’s driving forces.

AI: What’s Possible and Practical?

Artificial Intelligence
AI: What’s Possible and Practical?
by: Donna Fluss
Reimagining how AI can be used in the contact center.

The Four Pillars of CX

Customer Experience
The Four Pillars of CX
by: Martin Taylor
Obtaining modern capabilities by overcoming legacy technology challenges.

Skating to Where the Puck is Going

Artificial Intelligence
Skating to Where the Puck is Going
by: Mike Myer
Here are several key trends in customer service.

Tailoring Technology For Success

Customer Experience
Tailoring Technology For Success
by: Santi Cuellar
Why a custom contact center platform is the best fit.

Technology
The Code to CX
by: Sharat Potharaju
How QR codes redefine customer engagement and support.

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