OCTOBER‘ 26
CONTENTS
FEATURE
Home is Where the CX is
CUSTOMER SERVICE WEEK
The Extra Mile Has Rules
ARTIFICIAL INTELLIGENCE
Before AI Becomes the Next IVR
VOICE OF THE CUSTOMER
Enhancing the VOC Process – Part 1
METRICS
When the Audience Is Not Human
CRM
Is Legacy CRM Holding You Back?
CONVERSATION INTELLIGENCE
The Phone Is Not Dead
DATA MANAGEMENT
Contact Center AI Is Inheriting a Data Crisis
CONTACT CENTER STRATEGY
What Will You Be Measured On?
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40
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 |
MIKE AOKI |
LEE BARTH |
ADAM BOELKE |
MIKI FURMAN |
JOHN GOODMAN |
SCOTT KENDRICK |
FRANK PALERMO |
MARK PEREIRA |
MICHAEL RAMSEY |
BRENDAN READ |
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CLIENT SOLUTIONS MANAGER BRANDI O’ NEIL
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