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From the Heart

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

Current Issue Operations People Culture Technology Staffing Remote Work Operations




Helping the Centers That Help Others

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

Current Issue Operations Strategy People Technology


Sorry, No Magic Cure-All to Turnover

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

Current Issue Operations People Development Turnover Technology Remote Work People



Coaching Security and Compliance

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

Current Issue Operations People Development


Protecting Your Most Sensitive Data

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

Current Issue Operations Strategy People Technology Data Security


Is Cybersecurity Your High Priority?

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

Current Issue Operations People Technology Data Security


Maintaining Compliance With MFA

Biometrics are the best path forward for contact centers.

Current Issue Operations People Technology Data Security


Managing the Human Element

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

Current Issue Operations People



Understanding (And Complying With) Canada’s Laws

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

Current Issue Operations Strategy



Changing the Business Experience

Automation, digitization, WFH, and rising expectations are reshaping the business customer experience.

Operations Strategy Customer Experience People Development Technology Artificial Intelligence Remote Work Technology Member Exclusive


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