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In the past, a contact center agent could be reasonably secure in knowing who was at the other end of the line. And if they weren’t, answers to security questions, a verbal password, or a request to send a one-time passcode (OTP) would solve the … [Continue reading] about Defending Against Deepfakes
Contact centers are a prime target for social engineering criminals. Customer service representatives (CSRs) are common high-value targets as their main goal is to help customers resolve their problems as quickly as possible. CSRs often have access … [Continue reading] about Is Evil Contacting Your Contact Center?
Regulatory compliance is a critical issue for any organization that provides products or services to the public. This is particularly true in the United Kingdom (UK) and across the European Union (EU). Companies must adhere to a vast and … [Continue reading] about Steering Through Europe’s Regulations
Every second counts in emergency response. And public expectations for emergency services have evolved dramatically. Today’s citizens expect emergency services to match their modern digital communication experiences, demanding faster response times … [Continue reading] about Why NG911 is No Longer Optional
The Federal Communications Commission (FCC) has a new set of rules covering the rights of consumers to not be reached by companies without their permission. To find out more about them we reached out to Paul St. Clair, who is Head of Compliance at … [Continue reading] about Understanding FCC’s New Rules
The last few years have seen AI evolve from a theoretical advantage to a central force in customer experience, especially in contact centers. With generative AI, large language models, and now Agentic tools gaining momentum, many businesses are … [Continue reading] about Why AI Readiness Should Be a 2025 Priority
Docking Contact Centers in Turbulent Seas Table of Contents, May 2025FEATURE ARTICLEDocking Contact Centers in Turbulent SeasBy Brendan Read; Q&A with John H. (Jack) BoydLabor costs, AI, and White House policies are shaping decisions.IDIOM … [Continue reading] about Contact Center Pipeline Magazine May 2025
Deciding how and where to locate contact centers in today’s climate is like attempting to dock a ship in rough waters. Such conditions including changing winds and deep, strong currents require the utmost attention to what is going on and … [Continue reading] about Docking Contact Centers in Turbulent Seas
In an industry racing toward Artificial Intelligence (AI), automation, and analytics, it is worth pausing to consider the legacy we have inherited—and the thinking we may need to leave behind. To understand where Contact Centers are going, it helps … [Continue reading] about Evolution of the Contact Center
Local print shops in San Diego play a crucial role in providing high-quality printing services for businesses. These establishments offer both digital printing and offset printing options, catering to a variety of needs. Quality of service is … [Continue reading] about Print Shop San Diego | High-Quality Printing Services For Businesses
