FEATURE

How to Keep the CX Flowing Smoothly

EXECUTIVE INTERVIEW

Executive Interview with Nitesh Kumar

COACH’ S CORNER

Turning QA Data into Insights

VOICE OF THE CUSTOMER

Enhancing the VOC Process – Part 2

METRICS

Deflection is NOT Resolution

CONVERSATIONAL AI

How Conversational AI is Rewiring Contact Centers

CUSTOMER LOYALTY

Assuring Quality and Loyalty in the AI Age

AI QUALITY SCORING

What“ 100 % QA Coverage” Doesn’ t Tell You

CUSTOMER EXPERIENCE

Driving The Bouncy CX Journey

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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 DR. DEBRA BENTSON, NCCCA, Alvaria User Group LORI BOCKLUND, Strategic Contact JEREMY HYDE, WFH Alliance, Sun Country Airlines TIFFANY LAREAU, Human Numbers STEVE PAPPAS, eGain MARK PEREIRA, CX Learning Strategist KATHLEEN M. PETERSON, PowerHouse Consulting, Inc. LAURA SIKORSKI, Independent Consultant

CONTRIBUTING WRITERS ROB DWYER

JOHN GOODMAN DAVID KARANDISH ANDY O’ DOWER MARK PEREIRA BRENDAN READ OWEN ZHANG

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QUALITY ASSURANCE

Why QA Has To Change

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