The Latest Technology News
Changes in the labor force will impact the customer experience (CX) as much, if not more, than emerging technologies over the next decade. While next-generation CX technologies, like artificial intelligence (AI), augmented reality, and the … [Continue reading] about Declining labor supply poses challenges and how to offset them.
Can Contact Centers Mitigate Fraud Risks? Table of Contents, May 2024FEATURE ARTICLECan Contact Centers Mitigate Fraud Risks?By Brendan Read; Q&A with Richard TsaiFraud is rampant, but steps can be taken to thwart threats.IDIOM INSIGHTSIs Your … [Continue reading] about Contact Center Pipeline Magazine May 2024
Fraud, unfortunately, has become pervasive in customer interactions, whether these take place in person, online, or yes, through the contact center. The challenges become in finding ways to prevent fraudsters from reaching contact centers and agents … [Continue reading] about Can Contact Centers Mitigate Fraud Risks?
Boeing CEO David Calhoun made a statement recently about Boeing’s safety issues. He spoke of an “overexercised” supply chain and factory and this has sparked conversation. In today’s landscape of transformational vocabulary, even mundane terms get … [Continue reading] about Is Your Contact Center Overexercised?
Welcome aboard, tech enthusiast! Get ready for an exhilarating journey through the ever-evolving world of technology updates. From groundbreaking innovations to exciting trends, I'll be your guide, helping you navigate the digital landscape with … [Continue reading] about Riding the Tech Wave: Latest Technology Updates
In the ever-evolving landscape of technology, staying informed is not just an option—it's a necessity. As a tech journalist, it's my privilege and responsibility to guide you through the maze of the latest tech news, uncovering the innovations and … [Continue reading] about Navigating the Digital Future: The Latest Tech News
Knowledge management (KM), as we’ve known it, is swiftly becoming outdated. While its name suggests a cohesive solution, it actually encompasses two distinct functions: managing knowledge and delivering it. However, the rise of artificial … [Continue reading] about The New Face of Knowledge Management
Contact centers have long faced challenges in attracting and retaining staff to ensure quality (and productive) customer service. But these were made much more difficult to manage when the COVID-19 pandemic struck four years ago, which upended where … [Continue reading] about Recruitment, Attrition, and COVID-19
Businesses with contact center operations are facing a core challenge. Namely customers’ service expectations keep rising, but the agents whose job it is to keep them happy often lack the right tools, resources, and training to serve them well. One … [Continue reading] about Guiding Customers on Their Journeys
Where are contact centers going post-COVID-19 pandemic? … [Continue reading] about Managing to Adapt
