Magazine Archives

June 2020

COVID-19 Impact: Recalibrating Human & AI Roles

FEATURING

  • COVID-19 Impact: Recalibrating Human & AI Roles
  • Maintaining Customer Support in a Crisis
  • Hiring Work-at-Home Agents After the Coronavirus Crisis: What's Next

May 2020

Caring for Customers During a Pandemic

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  • Caring for Customers During a Pandemic
  • A New Era Calls for a New Level of Resiliency
  • Healthcare Contact Centers: Readiness ROI and What's Next

April 2020

Upskilling the Contact Center Workforce

FEATURING

  • On-Trend: At-Home Agents
  • Coronavirus = Business Continuity Plan
  • Don't Reduce People to Numbers… or Should You?

March 2020

The Emotion Connection

FEATURING

  • Change Management
  • Techniques of Best-in-Class Voice Interactions
  • Women in Leadership: How to Succeed—and Lead—in the Contact Center Industry

February 2020

Upgrade Your Customer Surveys


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  • Nothing Ventured, Nothing Gained

  • How to Implement CCPA Without Impacting Customer Service

  • The Impact of Altruism on a Servant Leadership Culture