We are pleased to announce the July issue of Contact Center Magazine. Automation is top talk in our centers these days. We continue our deep dive into discussions on generative and conversational AI, as well as ChatGPT-4 and how intelligent automation can best support our centers. We round out our issue with favorite topics; Voice of the Customer, Customer Loyalty and an article on the power of self-service and what you need to know about large language models. It wouldn’t be an issue of Contact Center Pipeline if we didn’t include Kathleen’s Idiom Insights article. This month, she discusses The Here and Now … A Most Opportune Moment. You will not want to miss our Feature as we offer insights on how to make the best customer connections with NICE CXone, Webex by Cisco, Talkdesk, 8×8 and Genesys.
Please enjoy our July issue!
The Need to Make the Best Customer Connections
By Brendan Read
How contact centers can productively respond in the face of higher CX expectations.
By Linda Harden
An executive interview with Denis Francoeur, Upland Software.
The Power of Self-Service
By Mark Pereira
Transactional inquiries made easier for customers and companies.
The Here and Now … A Most Opportune Moment
By Kathleen M. Peterson
Where the customer “interaction” or “experience” takes place.
VOICE OF CUSTOMER
Why Conversational Design is Essential
By Rebecca Jones
How Conversational Design enhances the CX.
Opportunities for Contact Centers
By Fabrice Martin
Focus on empathy, wellbeing, unstructured feedback, and balance.
How Best to Support the Customer Experience
By Colin Redbond
Intelligent automation can successfully support CX-focused business strategies.
Looking (ChatGPT) 4-Ward
By Eric Carrasquilla
How ChatGPT-4 changes the customer conversation.
Deploying Generative AI Just Right
By Yochai Konig
How to strike a balance between innovation and inevitable issues.
The Human-Touched CX Magic of Conversational AI
By Joe Havlik
How AI humanizes and personalizes chatbots and makes them mainstream.
LARGE LANGUAGE MODELS
What to Know About Large Language Models
By Bill Schwaab
How to leverage LLMs in the contact center.
A special callout to our authors this month for sharing their insights and wisdom: Eric Carrasquilla, Denis Francoeur, Linda Harden, Joe Havlik, Rebecca Jones, Yochai Konig, Fabrice Martin, Mark Pereira, Kathleen M. Peterson, Brendan Read, Colin Redbond and Bill Schwaab.
And a special thank you to each of our sponsors: 2Ring, AWS Marketplace, Calabrio, Centrical, Cognigy, eGain, HGS, Human Numbers, Khoros, Kustomer, MediaSmith, NECCF, NICE, PowerHouse, Procedure Flow, Reuters, RingCentral, Riverbed, ROI-DNA, Scorebuddy, Strategic Contact, TTEC Digital, WFH Alliance and Verint.