March 2025

Speaking The Customers’ Language(s)

Table of Contents, March 2025

FEATURE ARTICLE
Speaking The Customers’ Language(s)
By Brendan Read; Q&A with Expert Panel
Multilingual agents and AI can help.

IDIOM INSIGHTS
Now Hear This!
By Kathleen M. Peterson
New Measures for Contact Centers

CUSTOMER COMMUNICATIONS
When English Is Not Your Customers’ First Language
By Leslie O’Flahavan
Writing simply, aided with visuals and links, is key.

GOALS AND INVESTMENTS
Vision 2025
By Donna Fluss
Key Contact Center Business Goals

AGENT WORKFORCES
The Contact Center Talent Crisis – Part 1
By Brent Holland
And how hiring underrepresented (and diverse) workforces can help.

CUSTOMER SERVICE
Why Augmented/Virtual Reality Are the Future
By Rama Sreenivasan
Here are three compelling reasons.

WOMEN IN WORKFORCE
Why Women Are Better Cold Callers
By Katelynn Blackburn
Women bring unique strengths but face challenges.

AGENT ATTRITION
How To Combat Agent Burnout and Attrition
By Jennifer Lee
Leverage AI to manage these critical issues.

KNOWLEDGE CRISIS
Solving the Knowledge Crisis
By Tom Bruhis
How technology can address this critical issue.

CUSTOMER EXPERIENCE
The Three Key Customer Service Trends
By Michelle Couture
Generational differences, AI, and video drive them.

ARTIFICIAL INTELLIGENCE
Three Ways AI is Changing The Contact Center
By Devon Mychal
Delivering better CX through happier, more effective agents.

AGENT RECRUITMENT
How AI Can Help Solve Hiring Challenges
By Thad Price
Labor market changes make using new tools imperative.