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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…

Speaking The Customers’ Language(s) Table of Contents, March 2025   FEATURE ARTICLE Speaking The Customers’ Language(s) By Brendan Read; Q&A with Expert Panel Multilingual agents and AI can help.IDIOM INSIGHTS…

Moving Forward: What Will 2025 Bring For Contact Centers? Table of Contents, January 2025FEATURE ARTICLEMoving Forward: What Will 2025 Bring For Contact Centers?By Brendan ReadOur Advisory Board shares timely insights…

Ensuring Quality in Anxious Times Table of Contents, November 2024FEATURE ARTICLEEnsuring Quality in Anxious TimesBy Brendan Read; Q&A with Expert PanelIs it time, in these times, to move away from manual…

Meeting Today’s Coaching, Training Challenges Table of Contents, September 2024   FEATURE ARTICLEMeeting Today’s Coaching, Training ChallengesBy Brendan Read; Q&A with Mike Aoki How to manage with generations, impatient customers,…

Connecting With Anxious Customers Table of Contents, July 2024   FEATURE ARTICLEConnecting With Anxious CustomersBy Brendan Read; Q&A with Expert PanelThe cases for careful deflection, supporting preferred channels, and proactive…

Can Contact Centers Mitigate Fraud Risks? Table of Contents, May 2024   FEATURE 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…

Whether you're embarking on your first job search or aiming for a career leap, the thrill of exploring San Diego's diverse job market is undeniable. This vibrant city, known not just for its tourism but also as a bustling hub for…

If you're vested in the economic pulse of the West Coast, understanding the current dynamics of San Diego's business environment is essential. San Diego, known for its pristine beaches and vibrant culture, is also a hub of entrepreneurial…

Happy Fifteenth Anniversary Table of Contents, March 2024INSIGHTSHappy Fifteenth Anniversary By Kathleen PetersonMy five wishes!LEADERSHIP A Second Chance By Jay MinnucciSharing my voice about the actions we can and should take. PARTNER…