July Issue

Connecting With Anxious Customers

Connecting With Anxious Customers

by: Brendan Read

The cases for careful deflection, supporting preferred channels, and proactive outreach.

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The Fine Art of Contact Center Management – Part 1

The Fine Art of Contact Center Management – Part 1
Understanding and responding to, the center’s driving forces. By Kathleen Peterson
Current Issue Operations Strategy

Distinctive Service Through Customer Choice and Human Connection

Distinctive Service Through Customer Choice and Human Connection
Securing success with self-service technologies. By Gerry Barber
Current Issue People Development Engagement Technology Artificial Intelligence

AI: What’s Possible and Practical?

AI: What’s Possible and Practical?
Reimagining how AI can be used in the contact center. By Donna Fluss
Current Issue Strategy Customer Experience Technology Self-Service Artificial Intelligence

The Four Pillars of CX

The Four Pillars of CX
Obtaining modern capabilities by overcoming legacy technology challenges. By Martin Taylor
Current Issue Operations Strategy Customer Experience

Transforming the CX Landscape

Transforming the CX Landscape
Can Generative AI help achieve fully autonomous customer support? By Raghu Ravinutala
Current Issue Operations Technology Artificial Intelligence

The Evolving Omnichannel Experience

The Evolving Omnichannel Experience
Customers want personalization and consistency from contact centers. By Joseph Walsh
Current Issue Operations Technology Omnichannel

Skating to Where the Puck is Going

Skating to Where the Puck is Going
Here are several key trends in customer service. By Mike Myer
Current Issue Strategy Customer Experience Technology Artificial Intelligence

Tailoring Technology For Success

Tailoring Technology For Success
Why a custom contact center platform is the best fit. By Santi Cuellar
Current Issue Operations Workforce Management Strategy Customer Experience

The Code to CX

The Code to CX
How QR codes redefine customer engagement and support. By Sharat Potharaju
Current Issue Strategy Customer Experience Technology

How To Restore Trust in Outbound Calling

How To Restore Trust in Outbound Calling
Why branded and verified calls are key. By Jim Tyrrell
Current Issue Operations Strategy Customer Experience

The AI Divide

The AI Divide
And how contact centers can help bridge it. By Nirali Amin
Current Issue People Technology Artificial Intelligence

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