San Diego

Learning from the Customers Table of Contents, November 2023FEATURE ARTICLELearning from the CustomersBy Brendan Read; Q&A with Laura SikorskiCompanies should focus on the total experience.IDIOM INSIGHTSThe Intangible Value of…

What Is The New Normal? Table of Contents, September 2023   FEATURE ARTICLEWhat Is The New Normal? By Brendan Read How the COVID-19 pandemic permanently changed customer interactions and environments.IDIOM INSIGHTSContact Center…

The Need to Make the Best Customer Connections Table of Contents, July 2023FEATURE ARTICLEThe Need to Make the Best Customer ConnectionsBy Brendan ReadHow contact centers can productively respond in the face of higher CX…

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…

San Diego's economy is made up of many industries, from defense contractors to tech startups. Life sciences, clean technology, tourism, and other sectors have contributed to the growth of jobs in recent years. …

Journalists expose hidden truths, uncover wrongdoings, and celebrate everything that is great about San Diego. The Festival of Journalism is your opportunity to get up close and personal with these journalists! …

Ever-evolving expectations make it hard to consistently delight and serve customers. But your organization can achieve peak CX before customers even reach out for help. We asked contact center leaders what they believe is most important in…

I’m seeing contact center trends change, and how could they not? Coming out of the COVID-19 health emergency, consumer life is largely returning to more familiar patterns and expectations when it comes to customer experience (CX), while…

“One and Done” is one of many monikers used to identify the importance of meeting and completing the customer’s objective on the first contact. Agents might be resolving a chat, email, or phone inquiry; the channel is irrelevant to the One…

The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst of the COVID-19 pandemic appears hopefully behind us. The economy—and spending and consequent demand for…