While talking with people, I hear the same few struggles discussed. It seems to mark a sign of the times for our industry. Our July issue covers many of these issues.
Customer promises/experiences and staffing struggles are the hot topics right now. Getting people to interview and show up for a new job, as well as making them feel like part of the team in our remote environments are very real struggles.
One thing we do seem to be getting a good handle on is our technologies. Self service, chatbots, multiple channels and AI are taking a more secure footing than ever before in our environments. At least we have some good news to balance some of the bad news.
Enjoy the issue!
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SPONSOR SPOTLIGHT-CENTRICAL
Taking the Leap to Success in 2022
By Luke Jamieson
Every big leap takes the right timing, careful planning, intention, a clear goal, and focus.
FEATURE ARTICLE
Keeping the Customer Promise
By Brendan Read
EFG Companies has won multiple Stevie Awards since 2014 for its excellent customer service.
IDIOM INSIGHTS
Carry That Load …
By Kathleen Peterson
The Art of Resource Planning in the Contact Center.
COMPLIANCE
Steering around the Staffing Rapids
By Brent Holland
New legislation targets implicit biases, potential harmful technology.
CUSTOMER SERVICE
What Does Exceptional Customer Service Look Like?
By Trey Briggs
Exceptional word choice and phone manners.
OMNICHANNEL
How to Manage Multiple Evolving Channels
By Mary Kane
Effective technology application, agent recruitment and training are critical to help customers conduct complex interactions.
COACH’S CORNER
Rise of the Chatbots
By Mark Pereira
How contact centers can employ chatbots effectively.
CUSTOMER EXPERIENCE
Uncover the Value of Digital Self-Service CX
By Tony Lorentzen
Here are several best practices to obtain the business benefits from these channels.
ARTIFICIAL INTELLIGENCE
The Playbook for Customer Service/Support AI
By Puneet Mehta
How to make chatbots a winning solution.
LEADING THOUGHTS
Simplifying Multiple Channel Management
By Tom Mullen
Customers are interacting over more channels, challenging contact center managers.
INBOUND CONTACT
Routing Right
By Laura Sikorski
Contact centers need to focus their technologies on satisfying customers and deliver memorable CXs.
VENDOR ROUNDTABLE
Multiple Channels, Challenges, and Opportunities
By Brendan Read
How can organizations best handle inbound customer contacts in the new normal?
A heartfelt thanks to our authors this month for sharing their insights and wisdom: Trey Briggs, Brent Holland, Mary Kane, Tony Lorentzen, Puneet Mehta, Tom Mullen, Mark Pereira, Kathleen Peterson, Brendan Read and Laura Sikorski.
A special thank you to all our Sponsors: 2Ring, AirCall, Briggs Consulting International, Calabrio, Centrical, Cognigy, eGain, Human Numbers, Khoros, NICE CXone, PowerHouse, Procedure Flow, RingCentral, Scorebuddy, Strategic Contact, Text Expander, ThomsonReuters, WFH Alliance and Verint.
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