Contact Center Pipeline

Customer Experience

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.

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.

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.

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.

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.

How To Restore Trust in Outbound Calling

Customer Experience
How To Restore Trust in Outbound Calling
by: Jim Tyrrell
Why branded and verified calls are key.

Customer Service Awakened

People
Customer Service Awakened
by: Nate Brown
The mindset of a servant challenger.

Capitalize on These Retail CX Strategies

Engagement
Capitalize on These Retail CX Strategies
by: Ginger Conlon
How contact centers can meet (and exceed) customer expectations.

No Turning Back on AI

Artificial Intelligence
No Turning Back on AI
by: Matt Whitmer
AI is now essential for great CX.

Please Don’t Put Me On Hold

Technology
Please Don’t Put Me On Hold
by: Mikel Lindsaar
Your customers are not happy waiting while you log in.

Assessing the Potential of Fractional Consulting

Customer Experience
Assessing the Potential of Fractional Consulting
by: Robert Burke
How this practice can maximize contact center efficiency.

Can Contact Centers Mitigate Fraud Risks?

Research
Can Contact Centers Mitigate Fraud Risks?
by: Brendan Read
Fraud is rampant, but steps can be taken to thwart threats.

Is Your Contact Center Overexercised?

Turnover
Is Your Contact Center Overexercised?
by: Kathleen Peterson
The importance of understanding the impact of underestimating and under provisioning the Contact Center.

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