Operations

Operations

Average Handle Time vs. Human Time – Part 1

People

Average Handle Time vs. Human Time – Part 1

by: Mark Pereira

Finding the right balance in the CX age.

When AI Shops for Your Customers

Artificial Intelligence
When AI Shops for Your Customers
by: Shahar Yaari
How contact centers can manage the new risks.

CRM AI’s Hidden Security Risks

Artificial Intelligence
CRM AI’s Hidden Security Risks
by: Aaron Costello
How to manage them.

Artificial Intelligence
9-1-1 at Risk
by: D. Jeremy DeMar
How to protect it.

Compliance as a CX Imperative

Artificial Intelligence
Compliance as a CX Imperative
by: Tod Chisholm
How to securely deliver excellent CXs.

Your Bot Just Became a Legal Problem

Artificial Intelligence
Your Bot Just Became a Legal Problem
by: Dhwani Soni
Here's why and how to fix it.

Which Road to Take in Site Selection?

Strategy
Which Road to Take in Site Selection?
by: Brendan Read
Each route has its twists and turns.

QA Through the Agents’ Eyes

Engagement
QA Through the Agents’ Eyes
by: Mark Pereira
And how to address common issues involving them.

Why Behavioral Analytics Matter

Performance Management
Why Behavioral Analytics Matter
by: Mark Tinney
And more than ever in contact center hiring.

The Human Touch Paradox

Artificial Intelligence
The Human Touch Paradox
by: Cloud Tech Gurus
Why premium service is the next CCaaS battleground.

Unlocking the Cloud’s Value

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

How to Make Remote Work Actually Work

People
How to Make Remote Work Actually Work
by: Michela Lombardi
Supporting remote agents requires commitment.

Is WFH Really DOA?

Strategy
Is WFH Really DOA?
by: Brendan Read
Remote/hybrid work is alive: including in contact centers.

How to Make Contact Centers Smarter

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

Evolving Threats, Evolving Responses

People
Evolving Threats, Evolving Responses
by: Brendan Read
How contact centers can best respond to the next disaster.

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.

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