Strategy

Strategy

Vive la Contact Centre Difference, Eh?

People

Vive la Contact Centre Difference, Eh?

by: Brendan Read

How best to serve the unique Canadian customers.

Vive la Contact Centre Difference, Eh?

People
Vive la Contact Centre Difference, Eh?
by: Brendan Read
How best to serve the unique Canadian customers.

Why Supply Chain Success Is Customer Success

Customer Experience
Why Supply Chain Success Is Customer Success
by: Nimesh Akhauri
How your contact center can help fix issues.

Why Screening Harder Won’t Win – Part 3

People
Why Screening Harder Won’t Win – Part 3
by: April Cantwell
There is a new approach to attracting and keeping talent.

How Best to Serve LATAM Customers

Strategy
How Best to Serve LATAM Customers
by: Pablo Rossel Estay
Why a market-by-market strategy is essential.

The U.S. – Canada Compliance Gap

Strategy
The U.S. – Canada Compliance Gap
by: Geoffrey Blanc
Why it is a risk for contact centers.

FCC NPRMs Target Near/Offshore Call Centers

Strategy
FCC NPRMs Target Near/Offshore Call Centers
by: Melody Morehouse
Agency, lawmakers are also aiming at outbound dialing.

Can Security, Compliance, and Excellent CX Co-Exist?

Artificial Intelligence
Can Security, Compliance, and Excellent CX Co-Exist?
by: Brendan Read
They must: and here’s how.

Can AI Pass The Checkpoints?

Artificial Intelligence
Can AI Pass The Checkpoints?
by: Brad Murdoch
How to avoid blocking its adoption.

Automation, Refunds, and Rights to a Human

Artificial Intelligence
Automation, Refunds, and Rights to a Human
by: Melody Morehouse
The wide implications of California’s new laws.

Unlocking the Cloud’s Value

Customer Experience
Unlocking the Cloud’s Value
by: John Yoho
Smarter strategies for contact centers.

The AI Assistant-App Face-Off

Artificial Intelligence
The AI Assistant-App Face-Off
by: Jamie Timm
How do these digital channels compare?

How to Make Contact Centers Smarter

Strategy
How to Make Contact Centers Smarter
by: Robert Wakefield-Carl
And more scalable, empathetic, and drive revenues.

What Contact Centers Should Know About MCP

Artificial Intelligence
What Contact Centers Should Know About MCP
by: Tony Lama
How MCP helps AI systems access context more reliably.

Taking Off With the Contact Center

Artificial Intelligence
Taking Off With the Contact Center
by: Brendan Read
How ultra-low-cost carrier Volaris provides excellent customer service.

The Return to Voice

Research
The Return to Voice
by: Steve Morrell
Why customers prefer human connection for complex interactions.

An Interview with JM&A Group

Artificial Intelligence
An Interview with JM&A Group
by: Linda Harden
How automation and AI are adding value.

Topics

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Vive la Contact Centre Difference, Eh?

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How Best to Serve LATAM Customers

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Looking Ahead to 2020

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