July Issue

Making Connections Amidst Disruption

Making Connections Amidst Disruption

by: Brendan Read

How AI and automation are changing them.

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Why Recession Planning Should Start in the Contact Center

Why Recession Planning Should Start in the Contact Center
Economists are sounding the alarm. By Cloud Tech Gurus
Current Issue Operations Contingency Planning Technology Artificial Intelligence

AI Agents and Human Agents – Better Together?

AI Agents and Human Agents – Better Together?
Can Agentic AI help them live happier ever after? By Jon Arnold
Current Issue People Technology Artificial Intelligence

Are You Ready for Bots to Call?

Are You Ready for Bots to Call?
You need to be thoroughly AI-fluent for when they do. By Jim Davies
Current Issue Operations Technology Artificial Intelligence

Breaking Through the Outbound Barriers

Breaking Through the Outbound Barriers
Personalization, follow-up, AI, and compliance can connect with customers. By Rob Auld & David Byck
Current Issue Strategy Technology Artificial Intelligence

Rethinking Outbound

Rethinking Outbound
Threats and new rules require strategy changes. By Jim Tyrrell
Current Issue Operations Technology Artificial Intelligence

Tapping the Power of Culture – Part 1

Tapping the Power of Culture – Part 1
How CQ can connect with customers. By Mark Pereira
Current Issue Strategy Customer Experience Culture People Culture

Charging Back at Chargebacks

Charging Back at Chargebacks
How customer response can help. By Monica Eaton
Current Issue Strategy People

How To Avoid Repeats…Repeats…

How To Avoid Repeats…Repeats…
Customers shouldn’t have to repeat themselves. By Vladimir Sterescu
Current Issue Strategy Customer Experience Technology Omnichannel Artificial Intelligence

The Case for Voice IVR

The Case for Voice IVR
How it can provide excellent service. By Daniel O'Sullivan
Current Issue Operations Technology

Doubling Down on Digitization

Doubling Down on Digitization
Why single-platform interaction solution integration is essential. By Meredith Keller
Current Issue Strategy Customer Experience People Turnover

How to Evolve With, Not Fight Against AI

How to Evolve With, Not Fight Against AI
Investment in supporting methods, tools needed. By Andreas Orebo Wenzel
Current Issue People Technology Artificial Intelligence

Navigating the Future of BPO

Navigating the Future of BPO
BPO companies face treacherous global trade shifts. By Rommel Regino
Current Issue Operations Strategy Customer Experience