Discover 5 key lessons from our hands-on experience implementing AI to scale Quality Assurance for contact centers and support centers.
Are your KPIs lying to you? They might be if underlying processes are broken. We dive into how metrics can paint a deceiving picture.
Happitu celebrates achieving SOC 2 Type II compliance, validating our robust security controls and commitment to protecting customer data in contact center environments.
Looking for a practical guide to implementing AI in your contact center? Nick Glimsdahl's new book is both that and a parable about customer-centricity.
How one technology-focused BPO transformed a potential client crisis into a demonstration of strategic partnership value.
Being Blind or Visually Impaired might make a lot of jobs difficult, if not impossible. But what about working in a contact center?
Discover 5 key lessons from our hands-on experience implementing AI to scale Quality Assurance for contact centers and support centers.
Starting a BPO from scratch will teach a lot of lessons. Will doing it twice teach double the lessons? We find out this week with Kevin Zyskowski!
Why are "contact center" people different? What drew Erica Marois back to ICMI after years away? And what does community look like in 2025?
Customer Support shouldn't be "your problem / my help" says Kevin Steele. His approach makes every problem "our problem" to create partnerships with customers.
Breaking up can be hard. Breaking up with technology is no different, but sometimes, you realize it's the right thing to do.
What can "Boy Bands" teach us about leadership? They follow an established template of success. New leaders also need templates to be successful.
We dug into the secret archives to bring you this special "May the 4th" reissue from 2021 featuring Brian Dunphy.
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