The Latest Technology News
American healthcare organizations, for- and non-profit alike, are engaging in a tricky balancing act between cost management and patient satisfaction. Management must ensure efficient administration and strong revenue streams to finance patient … [Continue reading] about Improving Healthcare Contact Center Outcomes
For CX and contact center leaders looking to turn customer conversations into strategic business advantage, the time to act is now. Despite being rich in data, most contact centers remain poor in actionable insight. While every customer conversation … [Continue reading] about From Hearing to Listening
Making Connections Amidst Disruption Table of Contents, July 2025FEATURE ARTICLEMaking Connections Amidst DisruptionBy Brendan Read; Q&A with Expert PanelHow AI and automation are changing them.CONTACT CENTER ECONOMICS Why Recession … [Continue reading] about Contact Center Pipeline Magazine July 2025
For decades, global trade has thrived thanks to reduced tariffs and the promotion of free trade, largely shaped by the General Agreement on Tariffs and Trade (GATT) established in 1947, which evolved into the World Trade Organization (WTO) in 1995. … [Continue reading] about Navigating the Future of BPO
New AI integrations and advancements seem to pop up by the day across industries. However, its emergence and growing influence are being met with varying degrees of trust by both organizations and consumers: especially within contact centers. Gartner … [Continue reading] about How to Evolve With, Not Fight Against AI
For decades, the call center has been the heart of customer service beyond the in-branch or in-store experience. As new digital options to interact with customers have emerged, they’ve been largely bolted onto the existing call center, leading to a … [Continue reading] about Doubling Down on Digitization
I’m from Ireland. And growing up there, I remember many great times hitchhiking around the countryside as I came into my late teens. Occasionally, my friends and I got lost and had to stop and ask a local for directions. I don’t know what it’s like … [Continue reading] about The Case for Voice IVR
If there’s anything a customer hates, it’s when a company disrespects their time. There are many ways this can happen. But in customer experience (CX) interactions, one of the most frustrating things a company can do is make customers repeat … [Continue reading] about How To Avoid Repeats…Repeats…
Chargebacks, where merchants must electronically return funds to customers for successfully disputed transactions, are an inevitable part of business. In many cases, chargebacks arise from customers being dissatisfied with products or services, but … [Continue reading] about Charging Back at Chargebacks
It was a typical afternoon shift at the call center when my sister Andy, a trainee agent, answered a call from a concerned father in Indiana. He had just discovered his son’s Medicaid coverage had lapsed: his voice filled with urgency and … [Continue reading] about Tapping the Power of Culture – Part 1
