Contact Center Pipeline: Top 5 Posts In December
Contact Center Pipeline, Friday, January 3rd, 2025
Kathleen kicks off the top 5 this month with Part 1 of her two-part series on The Fine Art of Contact Center Management. She focuses on the three 'Driving Forces' you must understand to successfully manage your contact center.
Next up, Mike guides us through the training and coaching challenges specific to today's workforce.
Then, Matt walks us into the world of AI: what it is, different use cases for your center, how to develop a responsible and relevant framework, and how to overcome implementation challenges. He prepares us to embrace AI's capabilities to improve our efficiency and CXs.
Over to Assaf, who hones in on Generative AI, specifically its Vertical AI offerings and their deep domain expertise, and how these offerings are most useful for industry-specific businesses.
Chad wraps up the top 5 with a case study of Connexus Credit Union and how they utilized passive voice authentication to serve their members better and faster. Enjoy December's Top 5!