The Latest Technology News
As worrisome as cybersecurity may be, it’s just one of the many threats facing contact centers, and perhaps least understood among them would be telecom fraud. For most people, the term telemarketing comes to mind here, and it is associated, for good … [Continue reading] about How to Manage Telecom Fraud
When we train new agents in healthcare about caller authentication, we view it as a key to unlocking secure access to their medical records. Verifying callers and their identities ensures that only authorized individuals can access confidential … [Continue reading] about Caller Authentication: The Cybersecurity “Seat Belt”
Madame de Stael was a French-Swiss writer, woman of letters, and early champion of women’s rights. She was considered among Napoléon’s major opponents and spent much of her life in exile. When I came across Madame de Stael’s quote, I was struck by … [Continue reading] about What Goes Down Must Come Up
There has been much chatter recently about Generative AI. So, let’s deep dive into it and discover how it can help contact centers. Generative AI is a type of artificial intelligence (AI) that focuses on creating new content or output based on an … [Continue reading] about The AI Duo Contact Centers Need
The ChatGPT Revolution? Table of Contents, May 2023 FEATURE ARTICLEThe ChatGPT Revolution?By Brendan ReadWill, and how, this new technology model help contact centers?SPONSOR SPOTLIGHT - HGSPutting Employee Experience at the Center of Digital … [Continue reading] about Contact Center Pipeline Magazine May 2023
For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3, then GPT-3.5, and most recently (at presstime) GPT-4. But could it revolutionize the contact center industry? To get a handle on … [Continue reading] about The ChatGPT Revolution?
Digital transformation in a contact center is as much about people as it is about technology. By prioritizing the development and well-being of employees, companies can ensure that their contact center (CC) agents have the right skills and motivation … [Continue reading] about Putting Employee Experience at the Center of Digital Transformation
In today’s fast-paced world, running a thriving call or contact center is only possible with a structured, up-to-date, and usable/easily navigable knowledge management system (KMS). Having such a KMS can differentiate success and failure. With a … [Continue reading] about Unlocking the Call Center Possibilities With KMS
The past few years have been turbulent for the customer experience (CX) industry. It all started with the COVID-19 pandemic, which forced three million U.S. contact center employees to work from home in a matter of weeks. For Fortune 500 contact … [Continue reading] about Delivering Awesome Customer Experiences–Even From Home
The COVID-19 pandemic forced centralized contact centers to distribute their operations – that’s the democratic way to say it, anyway. In reality, businesses everywhere scrambled to outfit their employees’ homes with the technology they needed to … [Continue reading] about Transforming the Support CX with Video
