Operations

Operations

Moving Forward: What Will 2026 Bring For Contact Centers?

Operations

Moving Forward: What Will 2026 Bring For Contact Centers?

by: Brendan Read

Our Advisory Board shares timely insights to take into the New Year.

The “Little Bill”

Artificial Intelligence
The “Little Bill”
by: Kathleen Peterson
That says a lot.

Looking Beyond the AI Hype

Artificial Intelligence
Looking Beyond the AI Hype
by: Jim Iyoob
What AI can actually deliver in contact centers.

Moving to BPO-Hosted Voice AI?

Customer Experience
Moving to BPO-Hosted Voice AI?
by: Davit Baghdasaryan
Risks, reality, and the path forward.

The GPS for the CX

Planning
The GPS for the CX
by: Mike Bawn
How journey orchestration drives CX quality.

Why Trust is a Must in CX

Customer Experience
Why Trust is a Must in CX
by: Ljubiša Velikić
And why customer safety is key.

The Workforce Implications of AI

Artificial Intelligence
The Workforce Implications of AI
by: Brendan Read
The benefit of AI for agents and supervisors.

Relieving Active and Latent Customer Pain

Customer Experience
Relieving Active and Latent Customer Pain
by: Jason Barr
Why contact centers must treat both for healthy CXs.

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.

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