| 12 | IDIOM INSIGHTS BLUEPRINT FOR A CONTACT CENTER | 24 | CUSTOMER EXPERIENCE SOLVING THE CX CALCULATION |
| ANNUAL REPORT | DISCREPANCY - PART 3 |
| 20 | RESEARCH WHAT DO U . S . CUSTOMERS REALLY WANT FROM A CONTACT CENTER INTERACTION ? | 26 | DIGITAL TRANSFORMATION HOW TO KEEP UP WITH DIGITAL INTERACTIONS |
| AGENT ASSESSMENT WHY CANDIDATE ASSESSMENTS SHOULD BE SKILLS-FIRST | EMOTIONAL QUOTIENT EQ : THE CONTACT CENTERS ’ SECRET TOOL | EMPLOYEE MANAGEMENT NAVIGATING WORKPLACE CONFLICTS | PLANNING SUN TZU AND THE ART OF CONTACT CENTER PLANNING |
| PAGE 38 | PAGE 42 | PAGE 46 | PAGE 50 |