CONTENTS MAY 23
FEATURE
The ChatGPT Revolution ?
SPONSOR SPOTLIGHT : HGS
Putting Employee Experience at the Center of Digital Transformation
GENERATIVE AI
The AI Duo Contact Centers Need
IDIOM INSIGHTS
What Goes Down Must Come Up
COACH ’ S CORNER
Caller Authentication : The Cybersecurity “ Seat Belt ”
TELECOM FRAUD
How to Manage Telecom Fraud
BUSINESS CONTINUITY / DISASTER RECOVERY
Preparing Your Call Center for Hurricane Season
CHATBOTS
Getting the Most From Your Chatbots
BUSINESS PROCESS OUTSOURCING
It ’ s Time to Level up With Outsourcing
SUPPLY CHAIN
Keeping the CX Chain
ATTENDED AUTOMATION
Transforming CPG Customer Experiences
UNWANTED CALLS
Combatting the Invisible Enemy
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PUBLISHER LINDA HARDEN linda @ contactcenterpipeline . com
EDITOR BRENDAN READ brendan @ contactcenterpipeline . com
ADVISORY BOARD MIKE AOKI , Reflective Keynotes , Inc . JON ARNOLD , J Arnold Associates ELAINE AVERY , Atlantic Union Bank SANGEETA BHATNAGAR , SB Global TIFFANY LAREAU , Human Numbers KATHLEEN M . PETERSON , PowerHouse Consulting , Inc . MICHELE ROWAN , Work from Home Alliance DR . DEBRA BENTSON , NCCCA , Alvaria User Group
CONTRIBUTING WRITERS JON ARNOLD AMY BROWN VENU GOOTY HARDY MYERS MARK PEREIRA BRENDAN READ
ADVERTISING SALES advertise @ contactcenterpipeline . com 443.909.6951
DIGITAL OPERATIONS ANDREW MASLAR
CHIEF MARKETING TECHNOLOGIST MARK KNIGHT
CREATIVE DIRECTOR ERIC JACKSON
OPERATIONS DIRECTOR MARTHA SATTERFIELD
CLIENT SOLUTIONS MANAGER BRANDI O ’ NEIL
BILL BROWER JEFF FETTES TONY LORENTZEN ALAN PENDLETON KATHLEEN M . PETERSON VICKI SIDOR
CHIEF TECHNOLOGY OFFICER , EMERITUS STEVE HARDEN
CONTACT US CUSTOMER SERVICE AND SUBSCRIPTIONS
ONLINE www . contactcenterpipeline . com
EMAIL info @ contactcenterpipeline . com
PHONE ( 443 ) 909-6951
PRINT AND ONLINE ADVERTISING INQUIRIES
EMAIL advertise @ contactcenterpipeline . com
PHONE ( 443 ) 909-6951
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HEALTHCARE CX
Data Analytics : The Rx for CX
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