CONTENTS NOVEMBER 25
FEATURE
The CX Highwire Act
SPONSOR SPOTLIGHT- NiCE
Contact Center AI at the Speed of Service
CUSTOMER EXPERIENCE
Balancing High-Value Customer Interactions
METRICS
Are You Listening For The Signals?
SPECIAL REPORT
Is AI Falling into the IVR Traps?
GENERATIVE AI
Passing the Test
AGENTIC AI
The Next Step in Contact Center Evolution
WebRTC
Taking the Real-Time Customer Journey
CUSTOMER TRUST
Trust Isn’ t Built with Technology Alone …
KNOWLEDGE MANAGEMENT
Tapping The Power of Knowledge- Part 1
QUALITY ASSURANCE
AI: The New QA Standard
SMBs
Jumping the CX Hurdles
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12
16
18
22
28
31
34
36
38
44
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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 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 |
NATE BROWN |
DAMON COVEY |
ROMAN DAVYDOV |
KUMAR CHINNAKALI |
DAVID FISCHER |
JOHN GOODMAN |
JURGEN HEKKINK |
MICHAEL HUTCHISON |
CHRIS KOEHLER |
MARK PEREIRA |
RISHI RANA |
BRENDAN READ |
NEERAJ VERMA |
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BUSINESS INTELLIGENCE
Elevating Contact Center Performance
48
PUBLISHING GROUP Inc.
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