Operations

Operations

A Blueprint to Achieve High-Performing Contact Center CX

Planning

A Blueprint to Achieve High-Performing Contact Center CX

by: Gerry Barber & Mark Russell

A step-by-step guide for a solid CX foundation.

How to Build An Amazing Onboarding Experience

Development
How to Build An Amazing Onboarding Experience
by: Tiffany N. Harris
Why it can help you retain your stars!

The Secrets to Efficiency (and Agent Retention)

Workplace Environment
The Secrets to Efficiency (and Agent Retention)
by: Troy Plott
Balancing cognitive load generates smarter schedules.

Ferrying Excellent Customer Service

Workplace Environment
Ferrying Excellent Customer Service
by: Brendan Read
How Canada’s BC Ferries contact center helps customers to get where they are going.

Ensuring Reliable AI Applications

Artificial Intelligence
Ensuring Reliable AI Applications
by: Ankush Gangwani
Harnessing the latest AI tools while preserving access.

Contact Center AI at the Speed of Service

White Papers
Contact Center AI at the Speed of Service
by: Neeraj Verma
The future of CX is real-time.

Balancing High-Value Customer Interactions

Customer Experience
Balancing High-Value Customer Interactions
by: Nate Brown
Why a value-driven QM approach is best.

Are You Listening For The Signals?

Artificial Intelligence
Are You Listening For The Signals?
by: Kumar Chinnakali
AI-assisted signal-centric metrics go beyond satisfaction scores.

Is AI Falling into the IVR Traps?

Artificial Intelligence
Is AI Falling into the IVR Traps?
by: John Goodman
And how to avoid them.

Passing the Test

Artificial Intelligence
Passing the Test
by: Rishi Rana
How the new GenAI applications can be assured to function well.

Taking the Real-Time Customer Journey

Artificial Intelligence
Taking the Real-Time Customer Journey
by: David Fischer
With the help of AI-enabled WebRTC.

AI: The New QA Standard

Artificial Intelligence
AI: The New QA Standard
by: Michael Hutchison
Why and how AI improves interaction monitoring.

Elevating Contact Center Performance

Performance Management
Elevating Contact Center Performance
by: Roman Davydov
Examples of how BI can give the lift.

Optimizing Workforce Management – Part 2

People
Optimizing Workforce Management – Part 2
by: Mark Pereira
Strategies for efficiency that strive for customer satisfaction.

The Contact Center’s Most Valuable Asset

Technology
The Contact Center’s Most Valuable Asset
by: Jim Liddle
Tapping it effectively can help deliver excellent CXs.

Reversing the Contact Center Leadership Drift

Artificial Intelligence
Reversing the Contact Center Leadership Drift
by: Jim Rembach
How AI-enabled leadership can improve agent supervision and performance.

The New Value of Unstructured Data

Technology
The New Value of Unstructured Data
by: Chris Marron
To access it requires skill, the right tools, and knowledge.

Topics

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A Blueprint to Achieve High-Performing Contact Center CX

How to Build An Amazing Onboarding Experience

The Secrets to Efficiency (and Agent Retention)

Ferrying Excellent Customer Service

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