FROM THE PIPELINE
SPECIAL REPORT
LINDA HARDEN PUBLISHER, CONTACT CENTER PIPELINE
Welcome to our November issue. I would like to call your attention to a few special articles this month. The Feature includes Verint, NiCE, Qualtrics, and CallMiner discussing contact centers balancing the high wire act for exceptional CX. As they look back and ahead to 2026, you won’ t want to miss their insights into CX and loyalty.
We are pleased to present a Special Report this month from John Goodman,“ Is AI Falling into the IVR Traps?” John looks at how our IVR experiences and lessons can translate to AI.
Of course, our month would not be complete without discussing empowering agents, quality management, AI, metrics, customer journeys, performance, and trust.
I hope our November issue will serve to enrich your contact center goals and performance.
Linda Harden Publisher Contact Center Pipeline
IS AI FALLING INTO THE IVR TRAPS?
AND HOW TO AVOID THEM.
BY JOHN GOODMAN
KNOWLEDGE MANAGEMENT
TAPPING THE POWER OF KNOWLEDGE- PART 1
HOW TO USE KM TO EMPOWER AGENTS AND ELEVATE CX.
BY MARK PEREIRA
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