How 9/11 Changed Contact Centers
The attacks increased business continuity, connectivity, remote work, and security.
CURRENT ISSUE
Why Have a Calendar-First Appointment Platform?
How experts can effectively connect with customers.
Why Most CX Transformations Quietly Fail
How to prevent that from happening.
How to Prepare for Holiday Fulfillment Challenges Now
Quality matters the most this special time of year.
Planning for Chaos?
There’s a smarter way.
Do Agents Have The Needed Skills and Training?
Customer expectations and AI are changing requirements.
The Hidden Cost of Thoughtload
How it impacts your contact center.
Managing the Back Office Workforce
How scheduling back office staff impacts contact centers.
The Future of CX
It is AI-orchestrated, not AI-replaced.
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RECENT ARTICLES
FROM THE CURRENT Issue
Average Handle Time vs. Human Time – Part 2
Finding the right balance in the CX age.
FCC NPRMs Target Near/Offshore Call Centers
Agency, lawmakers are also aiming at outbound dialing.
Vive la Contact Centre Difference, Eh?
How best to serve the unique Canadian customers.
Why CX Increasingly Requires Outbound
How best to provide it.
The U.S. – Canada Compliance Gap
Why it is a risk for contact centers.
Average Handle Time vs. Human Time – Part 1
Finding the right balance in the CX age.
CRM AI’s Hidden Security Risks
How to manage them.
Can Security, Compliance, and Excellent CX Co-Exist?
They must: and here’s how.
Can AI Pass The Checkpoints?
How to avoid blocking its adoption.
When AI Shops for Your Customers
How contact centers can manage the new risks.
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Why Screening Harder Won’t Win – Part 3
There is a new approach to attracting and keeping talent.
9-1-1 at Risk
How to protect it.
Why Screening Harder Won’t Win – Part 2
There is a new approach to attracting and keeping talent.
Evolving Threats, Evolving Responses
How contact centers can best respond to the next disaster.
Is WFH Really DOA?
Remote/hybrid work is alive: including in contact centers.
Which Road to Take in Site Selection?
Each route has its twists and turns.
QA Through the Agents’ Eyes
And how to address common issues involving them.
Why Screening Harder Won’t Win – Part 1
There is a new approach to attracting and keeping talent.
How to Make Remote Work Actually Work
Supporting remote agents requires commitment.
Why Behavioral Analytics Matter
And more than ever in contact center hiring.
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Why Supply Chain Success Is Customer Success
How your contact center can help fix issues.
The Human Touch Paradox
Why premium service is the next CCaaS battleground.
Unlocking the Cloud’s Value
Smarter strategies for contact centers.
How to Make Contact Centers Smarter
And more scalable, empathetic, and drive revenues.
An Interview with JM&A Group
How automation and AI are adding value.
The Return to Voice
Why customers prefer human connection for complex interactions.
Turning Acquisition Chaos into Clarity
How to untangle merged contact center operations.
The Neurodiversity Disconnect
How to reconnect with excellent neurodivergent agents.
Bullying, Burnout, and Interpersonal Breakdowns
Why and how they need to be addressed.
Your Metrics Are Accurate…and Misleading
And here’s how to fix them.
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Compliance as a CX Imperative
How to securely deliver excellent CXs.
Why Platform Integrity Matters
How contact centers can help.
When the Voice Isn’t Human
How to manage the growing deepfake threat.
Your Bot Just Became a Legal Problem
Here’s why and how to fix it.
What Contact Centers Should Know About MCP
How MCP helps AI systems access context more reliably.
The AI Assistant-App Face-Off
How do these digital channels compare?
What Contact Centers Can Learn from ATMs
Why ATMs should make agents feel better about their jobs.
Taking Off With the Contact Center
How ultra-low-cost carrier Volaris provides excellent customer service.
When GenAI Should Do the Writing
It can help the agents and the customers.
Is The Agentic AI Journey Worth the Drive?
Can agentic AI bring contact centers to where they want to be?
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