Table of Contents, May 2023

FEATURE ARTICLE
The ChatGPT Revolution?
By Brendan Read
Will, and how, this new technology model help contact centers?

SPONSOR SPOTLIGHT - HGS
Putting Employee Experience at the Center of Digital Transformation
By Venu Gooty

GENERATIVE AI
The AI Duo Contact Centers Need
By Hardy Myers
How Generative AI and Conversational AI improves the CX.

IDIOM INSIGHTS
What Goes Down Must Come Up
By Kathleen M. Peterson
A progress in spirals.

COACH’S CORNER
Caller Authentication: The Cybersecurity “Seat Belt”
By Mark Pereira
Utilizing caller authentication with voice biometrics can protect customers.

TELECOM FRAUD
How to Manage Telecom Fraud
By Jon Arnold
Telecom fraud can’t be eradicated but its risks can be minimized.

BUSINESS CONTINUITY/DISASTER RECOVERY
Preparing Your Call Center for Hurricane Season
By Bill Brower
Get ahead of the next natural disaster with these simple prep tips.

CHATBOTS
Getting the Most From Your Chatbots
By Brendan Read
Common issues, solutions, and developments (like ChatGPT) to this popular application.

BUSINESS PROCESS OUTSOURCING
It’s Time to Level Up With Outsourcing
By Alan Pendleton
How SMBs can compete on customer service, support with enterprises.

SUPPLY CHAIN
Keeping the CX Chain
By Tony Lorentzen
How retail contact centers can cope with supply chain disruptions.

ATTENDED AUTOMATION
Transforming CPG Customer Experiences
By Jeff Fettes
Attended automation can bolster sales, loyalty, and performance.

UNWANTED CALLS
Combatting the Invisible Enemy
By Vicki Sidor
Nuisance and nefarious calls are targeting agents and killing KPIs.

HEALTHCARE CX
Data Analytics: The Rx for CX
By Amy Brown
Challenges, opportunities in using data analytics.