FEATURE

Connecting With Anxious Customers

IDIOM INSIGHTS

The Fine Art of Contact Center Management - Part 1

CUSTOMER CHOICE

Distinctive Service Through Customer Choice and Human Connection

ARTIFICIAL INTELLIGENCE

AI : What ’ s Possible and Practical ?

CUSTOMER EXPERIENCE

The Four Pillars of CX

GENERATIVE AI

Transforming the CX Landscape

OMNICHANNEL

The Evolving Omnichannel Experience

CUSTOMER SERVICE

Skating to Where the Puck is Going

CONTACT CENTER AS A SERVICE

Tailoring Technology For Success

QR CODES

The Code to CX

OUTBOUND

How To Restore Trust in Outbound Calling

CUSTOMER ENGAGEMENT

The AI Divide

6

14

18

22

24

28

31

33

36

40

44

47

PUBLISHER LINDA HARDEN linda @ contactcenterpipeline . com

EDITOR BRENDAN READ brendan @ contactcenterpipeline . com

ADVISORY BOARD MIKE AOKI , Reflective Keynotes , Inc . JON ARNOLD , J Arnold Associates ELAINE AVERY , Atlantic Union Bank DR . DEBRA BENTSON , NCCCA , Alvaria User Group SANGEETA BHATNAGAR , SB Global LORI BOCKLUND , Strategic Contact TIFFANY LAREAU , Human Numbers KATHLEEN M . PETERSON , PowerHouse Consulting , Inc . MICHELE ROWAN , Work from Home Alliance LAURA SIKORSKI , Independent Consultant

CONTRIBUTING WRITERS NIRALI AMIN SANTI CUELLAR MIKE MYER SHARAT POTHARAJU BRENDAN READ JIM TYRRELL

ADVERTISING SALES advertise @ contactcenterpipeline . com 443.909.6951

DIGITAL OPERATIONS ANDREW MASLAR

CHIEF MARKETING TECHNOLOGIST MARK KNIGHT

CREATIVE DIRECTOR ERIC JACKSON

OPERATIONS DIRECTOR MARTHA SATTERFIELD

CLIENT SOLUTIONS MANAGER BRANDI O ’ NEIL

GERRY BARBER DONNA FLUSS KATHLEEN M . PETERSON RAGHU RAVINUTALA MARTIN TAYLOR JOSEPH WALSH

CHIEF TECHNOLOGY OFFICER , EMERITUS STEVE HARDEN

CONTACT US CUSTOMER SERVICE AND SUBSCRIPTIONS

ONLINE www . contactcenterpipeline . com

EMAIL info @ contactcenterpipeline . com

PHONE ( 443 ) 909-6951

PRINT AND ONLINE ADVERTISING INQUIRIES

EMAIL advertise @ contactcenterpipeline . com

PHONE ( 443 ) 909-6951

PLEASE RECYCLE THIS MAGAZINE AND REMOVE INSERTS OR SAMPLES BEFORE RECYCLING . PRINTED IN USA USING PAPER FROM RESPONSIBLY MANAGED FORESTS & RECYCLED PLASTICS .

PUBLISHING GROUP Inc .

CONTACT CENTER PIPELINE IS PUBLISHED MONTHLY BY PIPELINE PUBLISHING GROUP , INC . TO SUBSCRIBE OR FOR CUSTOMER SERVICE , CALL 443-909-6951 OR WRITE TO PIPELINE PUBLISHING GROUP , INC . AT PO BOX 3467 , ANNAPOLIS , MD 21403 . PUBLISHER IS NOT RESPONSIBLE FOR THE EDITORIAL CONTENT OF CONTACT CENTER PIPELINE . VIEWS EXPRESSED HEREIN ARE THOSE OF THE AUTHORS AND SPONSORS AND DO NOT NECESSARILY REFLECT THE OPINION OF THE OWNERSHIP OR MANAGEMENT OF CONTACT CENTER PIPELINE , INC . OR PIPELINE PUBLISHING GROUP , INC . COPYRIGHT © 2024 , PIPELINE PUBLISHING GROUP , INC . ALL RIGHTS RESERVED . REPRODUCTION IN WHOLE OR IN PART WITHOUT WRITTEN PERMISSION FROM THE PUBLISHER , PIPELINE PUBLISHING GROUP , INC . IS PROHIBITED .