FEATURE

Learning from the Customers

IDIOM INSIGHTS

The Intangible Value of Healthcare Access Centers

PLATFORMS

Decoding The Solution Options

VIDEO

Seeing a Better CX

HEALTHCARE

How to Deliver a Healthy Patient Customer Experience

CUSTOMER INSIGHTS

Hearing ( and Understanding ) the Customers

CUSTOMER EXPERIENCE

Raise Your Voice !

AUTOMATION

Better Automation Makes Better Agents

QUALITY ASSURANCE

The Future of QA in Contact Centers

ARTIFICIAL INTELLIGENCE

Energizing the CX

EMPLOYEE EXPERIENCE

How to Win Agents ’ Minds and Hearts

VOICE OF CUSTOMER

Taking the VoC Road

6

10

14

17

20

24

28

32

34

37

40

44

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

CONTRIBUTING WRITERS CAROLYN CLARK

BRITTA GULDMANN MARGARET HENNEY MATT MCCONNELL JASON MERCER-POTTINGER JOANNA MOSER SHARON OATWAY

MARK PEREIRA KATHLEEN M . PETERSON BRENDAN READ CHRIS TRANQUILL

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

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 .

VENDOR ROUNDTABLE

How Contact Centers Can Have Available Quality Agents - Part 1

50

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 © 2023 , 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 .