Table of Contents, May 2024

FEATURE ARTICLE
Can Contact Centers Mitigate Fraud Risks?
By Brendan Read; Q&A with Richard Tsai
Fraud is rampant, but steps can be taken to thwart threats.

IDIOM INSIGHTS
Is Your Contact Center Overexercised?
By Kathleen M. Peterson
The importance of understanding the impact of underestimating and under provisioning the Contact Center.

STAFFING
Disruption Ahead for The Contact Center Workforce – Part 2
By Brent Holland
Declining labor supply poses challenges and how to offset them.

COACH'S CORNER
Strategies for Managing Remote Call Center Teams – Part 2
By Mark Pereira
How to handle challenges of agents working from home.

CASE STUDY
Can Voice Authentication Help Overwhelmed Agents?
By Chad Rogers
Experience with it says yes.

MICRO-EXPERIENCES
Is Your CX Thriving in the Age of Deepfakes?
By Ketuman Sardesai
The key to CX lies in positive and secure micro-experiences.

ARCHIVING
Opening the Door to Business Continuity (and Success)
By Al Kelley
Secure archiving both protects and enables the ready retrieval of critical data.

PAYMENTS
Processing Payment Trends and Challenges
By Jane Goodayle
What are the seamless solutions for contact centers?

VOICE COMMERCE
Speaking to Buy
By Rachel Valentine
Understanding the impact of voice commerce on customer shopping engagements.

SECURITY
The Evolving Voice Security Threats
By Vicki Sidor
And how contact centers can defend themselves.

COMPLIANCE
Unpacking the Recent FCC Rulings
By Mark McKinney
How these decisions will affect contact centers.

CYBERSECURITY
Donning the Digital Armor
By Mark Pereira
Here’s how contact centers can thwart and mitigate attacks.