CONTENTS OCTOBER 24
FEATURE
Dissatisfied Customers , Unsatisfactory Responses ?
IDIOM INSIGHTS
Elevate Your Contact Center to an Operational Powerhouse …
SPONSOR SPOTLIGHT - COGNIGY
Best Use Cases for AI in Contact Centers
CONTACT CENTER METRICS
From Efficiency To CX
DATA DECAY
The Impacts of Data Decay
CUSTOMER DATA
The Secret Sauce for Contact Center Success
CUSTOMER EXPERIENCE
Solving the CX Calculation Discrepancy - Part 1
RESPONSIBLE AI
Building Ethical AI Practices
CUSTOMER SERVICE
Revolutionizing the Service and Support Experience
CUSTOMER ENGAGEMENT
Adapting to Evolving Customer Expectations
DIGITAL RIDEALONGS
Moving Support With Digital Ridealongs
DATA ANALYTICS
The Critical Role of Data Analytics
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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 SANGEETA BHATNAGAR , SB Global LORI BOCKLUND , Strategic Contact TIFFANY LAREAU , Human Numbers KATHLEEN M . PETERSON , PowerHouse Consulting , Inc . MICHELE ROWAN , Work from Home Alliance LAURA SIKORSKI , Independent Consultant
CONTRIBUTING WRITERS CARLOS ARAGON JOANN FITZPATRICK REBECCA JONES RICK MCGLINCHEY BRENDAN READ DINA VANCE
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
TOM BEHNKE LEILA HAWKINS TOM MARTIN KATHLEEN M . PETERSON CHRISTIAN SAFFICI ANGEL VOSSOUGH
CHIEF TECHNOLOGY OFFICER , EMERITUS STEVE HARDEN
CONTACT US CUSTOMER SERVICE AND SUBSCRIPTIONS
EMAIL info @ contactcenterpipeline . com
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CUSTOMER RETURNS
Wanted Customers : Unwanted Products
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