May Issue

Heart & Stroke’s Resuscitation Support Centre supports the instructors who teach others how to save lives.

Time to explore the possibility of “good turnover” in your center.

A Sponsored Article by Verint

Nonprofit organizations’ contact centers have been struggling during the COVID-19 pandemic, but there are strategies to assist in the new normal.

A combination of work-life balance, learning opportunities, and supporting technologies may be the best Rx.

A Sponsored Article by Slalom

Steps contact centers can take to protect customers through training the agents.

Use automated conversational redaction of audio and transcripts for compliance and training.

Methods, tools, and common-sense practices to prevent data breaches through contact centers.

Biometrics are the best path forward for contact centers.

Employees, like contact center agents, are central to both the risks and the solutions to preventing and responding to cyberattacks.

AI-powered biometric authentication limits entry to fraudsters.

Here are the key rules and developments, along with insights to help with compliance.

New dynamics are challenging the ability to support winning customer experiences.