May 2022

From the Heart

Table of Contents, May 2022

FEATURE ARTICLE
From the Heart
By Brendan Read
Heart & Stroke’s Resuscitation Support Centre supports the instructors who teach others how to save lives.

IDIOM INSIGHTS
Easy to Get is Hard to Get Rid Of…Ode to Leo J.
By Kathleen M. Peterson
Time to explore the possibility of “good turnover” in your center.

SPONSOR SPOTLIGHT-VERINT
Is Your Contact Center Thriving in the "New Normal”?
By Verint

NONPROFITS
Helping the Centers That Help Others
By Brian Chidester
Nonprofit organizations’ contact centers have been struggling during the COVID-19 pandemic, but there are strategies to assist in the new normal.

AGENT RETENTION
Sorry, No Magic Cure-All to Turnover
By Dave Hoekstra
A combination of work-life balance, learning opportunities, and supporting technologies may be the best Rx.

SPONSOR SPOTLIGHT-SLALOM
Building a Human Experience in the Contact Center
By Bob Furniss

COACH'S CORNER
Coaching Security and Compliance
By Mark Pereira
Steps contact centers can take to protect customers through training the agents.

SPEECH ANALYTICS
Protecting Your Most Sensitive Data
By Scott Bakken
Use automated conversational redaction of audio and transcripts for compliance and training.

CYBERSECURITY
Is Cybersecurity Your High Priority?
By Jacob Britt
Methods, tools, and common-sense practices to prevent data breaches through contact centers.

AUTHENTICATION
Maintaining Compliance With MFA
By Isabeau Boody
Biometrics are the best path forward for contact centers.

HUMAN ELEMENT
Managing the Human Element
By Keith Hutchison
Employees, like contact center agents, are central to both the risks and the solutions to preventing and responding to cyberattacks.

CUSTOMER EXPERIENCE
The Door to Personalized (and Secure) CXs
By Simon Marchand
AI-powered biometric authentication limits entry to fraudsters.

COMPLIANCE
Understanding (And Complying With) Canada’s Laws
By Brendan Read
Here are the key rules and developments, along with insights to help with compliance.

CUSTOMER ENGAGEMENT
Closing The Engagement Capacity Gap
By David Singer
New dynamics are challenging the ability to support winning customer experiences.