Operations

Operations

Docking Contact Centers in Turbulent Seas

Operations

Docking Contact Centers in Turbulent Seas

by: Brendan Read

Labor costs, AI, and White House policies are shaping decisions.

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Evolution of the Contact Center

Artificial Intelligence
Evolution of the Contact Center
by: Kathleen Peterson
Past, present, and future.

Understanding FCC’s New Rules

Strategy
Understanding FCC’s New Rules
by: Brendan Read
How best to comply with them.

Why NG911 is No Longer Optional

Technology
Why NG911 is No Longer Optional
by: D. Jeremy DeMar
But providing it still faces technology, institutional challenges.

Steering Through Europe’s Regulations

Artificial Intelligence
Steering Through Europe’s Regulations
by: Frank Sherlock
AI can help comply while facing its own rules.

Is Evil Contacting Your Contact Center?

People
Is Evil Contacting Your Contact Center?
by: Roger A. Grimes
How to defend against harm.

The Competitive Advantage of Compliance

People
The Competitive Advantage of Compliance
by: Ryan Kahan
How AI can help provide it.

Where WFH is Going

Technology
Where WFH is Going
by: Brendan Read
AI may show the way.

The Case for Preparedness

Strategy
The Case for Preparedness
by: Kathleen Peterson
Expert Witness Insights for Contact Centers

Ready for the Next Disaster?

People
Ready for the Next Disaster?
by: Brendan Read
Steps contact centers can take.

Remotely Engaging

Strategy
Remotely Engaging
by: Tyler Hayden
How best to connect remote call center teams.

AI to the Rescue

People
AI to the Rescue
by: John Finch
How AI can help manage disaster risks and events.

Managing The Quality

Technology
Managing The Quality
by: Matthew Coffey
What tech outages can teach contact centers.

Keeping Remote Agents Passionate About Their Jobs

Strategy
Keeping Remote Agents Passionate About Their Jobs
by: Katy O'Malley
How one company successfully engages with its virtual (and global) contact center workforce.

Customer Experience
Now Hear This!
by: Kathleen Peterson
New Measures for Contact Centers

When English Is Not Your Customers’ First Language

Strategy
When English Is Not Your Customers’ First Language
by: Leslie O’Flahavan
Writing simply, aided with visuals and links, is key.

Why Women Are Better Cold Callers

Customer Experience
Why Women Are Better Cold Callers
by: Katelynn Blackburn
Women bring unique strengths but face challenges.

Topics

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Docking Contact Centers in Turbulent Seas

Evolution of the Contact Center

Understanding FCC’s New Rules

Why NG911 is No Longer Optional

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