There is just something special about the first days of a new year. I sit here this morning, writing my message to you for the January 2024 issue. Perhaps, it is not much different than my message for any month, or perhaps not much different than any other day. They all represent a new start, a fresh outlook. But, there is something special about a whole new year, all 366 days in 2024!
Make your year ahead bring you professional satisfaction. Make your center treat your customers and employees with better experiences. Make our communities better places to live. It is up to us to make these things happen, they won’t just happen for us.
I would also like to extend my appreciation to our talented writers, editors, contributors and staff who have worked tirelessly to bring you the best content throughout the year. Their dedication and passion have truly made our magazine shine.
Thank you for being a part of our magazine community. Your support means the world to us. I wish you all the best in 2024!
FEATURE ARTICLE
Moving Forward: What Will 2024 Bring For Contact Centers?
By Brendan Read
Contact Center Pipeline’s Advisory Board shares timely insights to take into the New Year.
IDIOM INSIGHTS
Proximity Ambition and the Contact Center
By Kathleen M. Peterson
Land of Opportunity
COACHING
Coaches Need Coaching Too!
By Gerry Barber
Equip your coaches with the right tools.
TALENT ACQUISITION
Make Unlearning and Adapting a 2024 Resolution
By Sangeeta Bhatnagar
This is a resolution that your contact center must keep.
TOTAL EXPERIENCE
Time to Rethink Your Business Strategy
By Renaud Charvet
How total experience (TX) could give your contact center the edge.
SELF-SERVICE
The Bright Future of Voice Self-Service
By Daniel O’Sullivan
Analyzing and understanding the conversations are key.
INTELLIGENT SWARMING
The Intelligent Way To Adopt Intelligent Swarming
By Patrick Martin
How to benefit from this leading edge CX methodology.
SMBs
Unifying UC With Contact Center Capabilities
By Kerrin Parker
What SMBs need to know about optimizing these critical solutions.
VENDOR ROUNDTABLE
How Contact Centers Can Have Available Quality Agents – Part 3
By Brendan Read
Multiple forces are constraining contact center workforces.
GPT-4
How Will GPT-4 Impact Chatbot Usage?
By Scott Kolman
Understanding GPT-4 and the implementation steps to take.
RETAIL
The Future of Retail Customer Service
By Fara Haron
Why – and how – modern AI chatbots can get contact centers there.
CLOUD CONTACT CENTER
Why (and How) Move to the Cloud
By Dave Rennyson
Going to the cloud must be done right, for the right reasons.
DELIVERING VALUE
The Route to Global Contact Center Success
By Douglas Thompson
An example of how one organization improved their reach to customers worldwide.
A special thank you to our authors this month for sharing their insights and wisdom: Gerry Barber, Sangeeta Bhatnagar, Renaud Charvet, Fara Haron, Scott Kolman, Patrick Martin, Daniel O’ Sullivan, Kerrin Parker, Kathleen M. Peterson, Brendan Read, Dave Rennyson, and Douglas Thompson.
Sincere appreciation 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.
