Halloween must be coming. I am starting to see pumpkins and mums, along with bats and spider webs on front porches. Little kids are figuring out if they want to be sweet princesses or scary fire-breathing dragons.
It is not too much different in our contact centers. Like the pumpkins and mums, we have the good stuff; our culture and people. Like bats and webs, we also have the scary stuff; data accuracy and security along with demystifying AI.
I hope our October issue helps to remove the fright from your center and gives you a little time to smell the pumpkin spice!
In our October issue, Brendan discusses managing data in our feature article. Kathleen goes in-depth on praise. WiserOwl offers their work that helped an eyewear contact center save millions. There are in-depth interviews on building connections with customers and personalization. We share our insights on taking your center to the next CX level, knowledge sharing, coaching and training, accurate data and generative AI.
Enjoy our October issue.
FEATURE
Managing the Data
By Brendan Read; Q&A with Heather Richards
How contact centers can obtain meaningful insights from customer engagement data.
SPONSORED CASE STUDY
WiserOwl Helps Global Eyewear Contact Center Save Millions
By Robert Bradshaw
IDIOM INSIGHTS
Hungry for Praise
By Kathleen M. Peterson
Building a culture of praise and recognition.
CUSTOMER EXPERIENCE
Time to Take Contact Centers to the Next CX Level
By Robby Paul
Engage employees, develop data-led view of customers, and move to omnichannel.
KNOWLEDGE SHARING
4 Strategies to Grow a Knowledge Sharing Culture
By Bonnie Chase
Why knowledge sharing is critical for customer support.
RETAIL
Keeping Retail on the Road
By Brendan Read; Q&A with Joe Ciuffo
Personalization and agent empowerment can steer the CX in the right direction.
COACH’S CORNER
Using Data to Improve Performance
By Mark Pereira
How data can be used effectively in coaching and training.
CUSTOMER ENGAGEMENT
Building Connections with Edgy Customers
By Brendan Read; Q&A with Ruth Zive
The growing customer/brand disconnects and how to close them.
DATA ACCURACY
The Indispensable Role of Accurate Data
By Matthew Furneaux
Why data accuracy is critical in today’s contact centers.
FIRST-PARTY DATA
Why Bring SEO and First-Party Data Together?
By Rachel Hernandez
This strategy enables curated CXs and UXs.
GENERATIVE AI
Transforming the Retail CX
By Robin Gomez
How Generative AI will play a pivotal role.
ARTIFICIAL INTELLIGENCE
Demystifying AI
By Richard Boire
How AI can best deliver its benefits for the contact center.
VOICE DATA
Voicing Excellent CX
By Don Macdonald
How voice data empowers agents to help customers.
A special callout to our authors this month for sharing their insights and wisdom: : Robert Bradshaw, Richard Boire, Bonnie Chase, Matthew Furneaux, Robin Gomez, Rachel Hernandez, Don MacDonald, Robby Paul, Mark Pereira, Kathleen M. Peterson and Brendan Read.
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.
