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Special-Interest Knowledge Sets

Best-Practice Knowledge Sets























Each month we produce a Knowledge Set for members of the Magnet Program. These exclusive resources deliver research summaries, benchmark reports, white papers, articles, webcasts/podcasts, colleagues, consultants, and subject matter experts on a specific topic. Knowledge Sets are developed and updated based on the priorities and special interests of our members. Knowledge Sets support better decisions, shorter implementations, and stronger programs. More than 30 Knowledge Sets are currently available to all Magnet Program members. 

Magnet Program members can download Knowledge Sets


Knowledge Sets:

  • Contact Center Analytics: High-Value Opportunities and Impact
  • Omnichannel: Current State and Strategy
  • The Role of AI in the Contact Center: 2024
  • Real-Time Guidance for Agents
  • Generative AI In The Contact Center: First Look 
  • Customer Sentiment Analytics
  • Conversational AI: Definitions, Strategies and Trends
  • Conversational AI: Solution Options and Implementation Insight
  • Developing Customer Empathy As A Core Competency
  • Business Continuity Preparation and Response
  • Re-Engage the Work-From-Home Workforce
  • Messaging Channels and Strategies
  • Digital Transformation: Opportunities and Best Practices
  • The Super Agent Strategy
  • FCR Strategy and Best Practices
  • Personalizing the Customer Experience
  • Proactive Customer Service
  • The New View of Chatbots
  • Chatbots and IVAs: Implementation Best Practices
  • AI in the Contact Center: Getting Started
  • Knowledge Management
  • Customer Journey Mapping and Analytics
  • Training Strategies and Best Practices
  • Combating Agent Attrition
  • Hiring Challenges and Strategies
  • Employee Engagement Strategies and Best Practices
  • Understanding CX Measurements
  • Work From Home Best Practices and Strategies
  • Self-Service Strategy and Options
  • Quality Programs: Evolving Strategies and Systems
  • Implementing Speech Analytics – Best Practices and Strategies
  • Onboarding Strategies and Programs
  • Virtual Queueing / Call-Back Strategies & Practices
  • Strategies to Handle Spikes and Surges
  • Reducing Customer Effort
  • Common and Critical KPIs
  • VoC Programs: Insight, Strategies and Best Practices 
  • IVR: Evolving Strategy and Best Practices