Discover 5 key lessons from our hands-on experience implementing AI to scale Quality Assurance for contact centers and support centers.
What does it take to redesign a community experience? Neal Travis explores technology, moderation, VoC, and measures of success.
Can trust be boiled down to an equation? Maybe not literally, but trustworthiness can be boiled down to 4 elements - Mark Slatin explains.
The key to getting ROI from your CX initiatives is understanding what your customers contact you for! We dive in with Jeff Sheehan to learn more.
Are IT Support and Customer Support parallel worlds? Matt Beran joins to discuss the differences and similarities between them.
Lynn Hunsaker is on a mission to get leaders to manage across all 5 CXM silos so that people across the company are aligned and she joins today to make the connections between them clear.
Can you really pump profits by 100% by reducing customer churn by only 5%? Dr. Graham Hill joins to break down this oft-quoted stat from Fred Reichheld.
Bryce Cressy of South African BPO, Nutun, shares lessons learned from technology deployments that failed and those that succeeded.
Tom Luther presents a new strategy to help companies adopt new contact center technologies that will get the C-suite and HR excited!
Matt Kendall discusses AI fluency, the impact of AI on writing, the role of governments in the BPO industry, and the future of AI in customer service.
Rachel Williams shares the five pillars of designed resilience: self-concept, community, financial stability, physical well-being, and personal growth.
What's the opposite of punk in the tech world? It's called ens#!**ification and it's pervasive. David Powers joins to break it down.
New teams can equal new problems for inexperienced leaders. But with the right approach, new teams can be your new success! Learn how with Lindsay Haun.
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