I love our June issue. There are so many articles this month offering great advice on how to give our customers better service. If you are looking for a good consultant, read this month’s articles that offer how to maximize their value and help drive success for your center.
If CX is your big initiative for the remainder of this year, please check out Nate, Ginger, Paul, and Mike’s articles. They each bring unique perspectives on how best to exceed your customer’s expectations. I love Kathleen’s advice on how to write a report worth reading. Her step-by-step instruction will help identify the challenges and opportunities within your centers to help meet your defined objectives.
Lastly, what would an issue be without discussing AI and training? It’s a well-rounded issue that you will find influential in running an efficient operation where everyone wins from your leadership.
Thank you.
Have a great month.
Table of Contents, June 2024
FEATURE ARTICLE
Working With Consultants
By Brendan Read; Q&A with Laura Sikorski
How to maximize the benefits of their counsel and services.
IDIOM INSIGHTS
Shoe-Leather Reporting
By Kathleen M. Peterson
Write a report worth reading!
CUSTOMER SERVICE
Customer Service Awakened
By Nate Brown
The mindset of a servant challenger.
RETAIL
Capitalize on These Retail CX Strategies
By Ginger Conlon
How contact centers can meet (and exceed) customer expectations.
COACH’S CORNER
Navigating the Training Maze
By Mark Pereira
How to steer around the challenges of building a resilient team.
CONSULTANTS
The Contact Center Heroes Without Capes
By Shane Devitt
How working effectively with consultants can help drive success.
CUSTOMER INTERACTIONS
Asking the Right Questions
By Paul Bramson
Knowing how will help to excel at customer interactions.
GENERATIVE AI
Tailoring Generative AI for the Contact Center
By Assaf Melochna
Why a vertical-specific solution is the best choice.
ARTIFICIAL INTELLIGENCE
No Turning Back on AI
By Matt Whitmer
AI is now essential for great CX.
B2B
Why Software QA is Good for Business (to Business)
By Max Lipovetsky
Delivering excellent B2B CX depends on optimally-functioning solutions.
ECOMMERCE
Please Don’t Put Me On Hold
By Mikel Lindsaar
Your customers are not happy waiting while you log in.
FRACTIONAL CONSULTING
Assessing the Potential of Fractional Consulting
By Robert Burke
How this practice can maximize contact center efficiency.
A special thank you to our authors this month for sharing their insights and wisdom: Paul Bramson, Robert Burke, Nate Brown, Ginger Conlon, Shane Devitt, Mikel Lindsaar, Max Lipovetsky, Assaf Melochna, Mark Pereira, Kathleen M. Peterson, Brendan Read, and Matt Whitmer.
Sincere appreciation to each of our sponsors: 8×8, AWS Marketplace, Calabrio, Centrical, Cognigy, Enghouse Interactive, Human Numbers, Khoros, MediaSmith, NECCF, NICE, PowerHouse, Strategic Contact, TTEC Digital, Upland Software, WFH Alliance and Verint.
