Strategy

Strategy

Why Switch to Proactive from Reactive?

Planning

Why Switch to Proactive from Reactive?

by: Jeannie Walters

Rethinking contact center strategy.

Why Switch to Proactive from Reactive?

Planning
Why Switch to Proactive from Reactive?
by: Jeannie Walters
Rethinking contact center strategy.

Finding (and Cutting) the Hidden Telecom Costs

Visibility
Finding (and Cutting) the Hidden Telecom Costs
by: Mike Saxton
Data visibility can shed light on them.

Do Offshore BPOs Have a Future?

Planning
Do Offshore BPOs Have a Future?
by: Jeff Fettes
In an AI-first, politically volatile economy?

AI and the Future of Customer Service

Artificial Intelligence
AI and the Future of Customer Service
by: Vince Barsolo
Are companies using AI right?

Turning Cost Centers into Growth Centers

Service Delivery
Turning Cost Centers into Growth Centers
by: Tony Lama
The focus is now on continuity, not channel.

The Power of Proactive Customer Engagement

Service Delivery
The Power of Proactive Customer Engagement
by: Jason Fligman
Why centers should shift from reactive service.

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.

Topics

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Why Switch to Proactive from Reactive?

Finding (and Cutting) the Hidden Telecom Costs

Do Offshore BPOs Have a Future?

AI and the Future of Customer Service

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