Technology


From the Heart

Heart & Stroke’s Resuscitation Support Centre supports the instructors who teach others how to save lives.

Current Issue Operations People Culture Technology Staffing Remote Work Operations


Helping the Centers That Help Others

Nonprofit organizations’ contact centers have been struggling during the COVID-19 pandemic, but there are strategies to assist in the new normal.

Current Issue Operations Strategy People Technology


Sorry, No Magic Cure-All to Turnover

A combination of work-life balance, learning opportunities, and supporting technologies may be the best Rx.

Current Issue Operations People Development Turnover Technology Remote Work People



Protecting Your Most Sensitive Data

Use automated conversational redaction of audio and transcripts for compliance and training.

Current Issue Operations Strategy People Technology Data Security


Is Cybersecurity Your High Priority?

Methods, tools, and common-sense practices to prevent data breaches through contact centers.

Current Issue Operations People Technology Data Security


Maintaining Compliance With MFA

Biometrics are the best path forward for contact centers.

Current Issue Operations People Technology Data Security




Changing the Business Experience

Automation, digitization, WFH, and rising expectations are reshaping the business customer experience.

Operations Strategy Customer Experience People Development Technology Artificial Intelligence Remote Work Technology Member Exclusive



Work from Home... Are You Sure of the Future?

It’s time to conduct an in-depth review of three WFH factors: benefits, trade-offs, and risks.

Operations Strategy People Hiring Technology Remote Work Operations Member Exclusive



Mining for Productivity

How task mining and RPA can help agent productivity, and ultimately the customer experience in contact centers.

Operations People Development Technology Member Exclusive


DaaS to the Desktops

How secure desktop-as-a-service (DaaS) solutions help agents work productively from anywhere.

People Technology Remote Work Technology


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