CONTENTS JUNE 25
FEATURE
Extra! Extra! Advanced Tech Helps Newspaper!
IDIOM INSIGHTS
Over and Out
CUSTOMER EXPERIENCE
The CX Buzzword Hall of Shame
METRICS
11 Most Valuable Metrics
MULTILINGUAL CX
Can AI Help Speak Customers’ Languages?
PERSONALIZATION
Are Customers( and Agents) Truly Different?
ARTIFICIAL INTELLIGENCE
The Personalization Imperative
SMBs
How to Deliver Excellent CXs
GOVERNMENT CUSTOMER SERVICE
If / When Cuts Hit the Call Center...
CENTERS OF EXCELLENCE
The Journey to the New World of AI
CALL INTENT
Decoding Customer Desires
BROWSERS
Why Contact Centers Must Embrace Enterprise Browsers
7
11
16
19
23
26
29
32
34
37
40
43
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, Customer Contact Strategies LAURA SIKORSKI, Independent Consultant
CONTRIBUTING WRITERS |
CHRIS ALBRECHT |
NICHOLAS CLAPPER |
SHANE DEVITT |
JIM KATZMAN |
PATRICK MARTIN |
JOE O’ BRIEN |
MANU PARHAR |
KATHLEEN M. PETERSON |
JESSICA PETRIE |
BRENDAN READ |
PABLO SANCHEZ |
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