Contact Center Pipeline May 2023

MAY 2023

SPONSOR SPOTLIGHT : HGS PAGE 14

16 GENERATIVE AI
25 TELECOM FRAUD THE AI DUO CONTACT CENTERS NEED
HOW TO MANAGE TELECOM FRAUD
20
IDIOM INSIGHTS WHAT GOES DOWN MUST COME UP
28
BUSINESS CONTINUITY / DISASTER RECOVERY PREPARING YOUR CALL CENTER FOR HURRICANE SEASON

THE CHATGPT REVOLUTION ?

WILL , AND HOW , THIS NEW TECHNOLOGY MODEL HELP CONTACT CENTERS ?

BY BRENDAN READ , CONTACT CENTER PIPELINE
PAGE 7
ILLUSTRATION PROVIDED BY ADOBE IMAGES
CHATBOTS
GETTING THE MOST FROM YOUR CHATBOTS
PAGE 31
BUSINESS PROCESS OUTSOURCING
IT ’ S TIME TO LEVEL UP WITH OUTSOURCING
PAGE 36
SUPPLY CHAIN
KEEPING THE CX CHAIN
PAGE 40
ATTENDED AUTOMATION
TRANSFORMING CPG CUSTOMER EXPERIENCES
PAGE 42