There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer…all this to say there is change in the air.
Change is everywhere. Could there be much more change in the air than in our centers? Talk of agility in dealing with the changing times, ChatGPT, chatbots, “progress,” supply chain issues, generative and conversational AI, telecom fraud, business continuity and disaster recovery, employee experiences and so much more is in the air.
Just like spring, we are on the cusp of many new beginnings. I hope we can work together to figure out what our future centers will look like.
Please enjoy our May issue!
A special shout out for this month’s Sponsor Spotlight Article-HGS
Putting Employee Experience at the Center of Digital Transformation
By Venu Gooty
FEATURE
The ChatGPT Revolution?
By Brendan Read
Will, and how, this new technology model help contact centers?
GENERATIVE AI
The AI Duo Contact Centers Need
By Hardy Myers
How Generative AI and Conversational AI improves the CX.
IDIOM INSIGHTS
What Goes Down Must Come Up
By Kathleen M. Peterson
A progress in spirals.
COACH’S CORNER
Caller Authentication: The Cybersecurity “Seat Belt”
By Mark Pereira
Utilizing caller authentication with voice biometrics can protect customers.
TELECOM FRAUD
How to Manage Telecom Fraud
By Jon Arnold
Telecom fraud sadly can’t be eradicated but its risks can be minimized.
BUSINESS CONTINUITY/DISASTER RECOVERY
Preparing Your Call Center for Hurricane Season
By Bill Brower
Get ahead of the next natural disaster with these simple prep tips.
CHATBOTS
Getting the Most from Your Chatbots
By Brendan Read
Common issues, solutions, and developments (like ChatGPT) to this popular application.
SUPPLY CHAIN
Keeping the CX Chain
By Tony Lorentzen
How retail contact centers can cope with supply chain disruptions.
BUSINESS PROCESS OUTSOURCING
It’s Time to Level Up With Outsourcing
By Alan Pendleton
How SMBs can compete on customer service, support with enterprises.
UNWANTED CALLS
Combatting the Invisible Enemy
By Vicki Sidor
Nuisance and nefarious calls are targeting agents and killing KPIs.
HEALTHCARE CX
Data Analytics: The Rx for CX
By Amy Brown
Challenges, opportunities in using data analytics.
ATTENDED AUTOMATION
Transforming CPG Customer Experiences
By Jeff Fettes
Attended automation can bolster sales, loyalty, and performance.
A special callout to our authors this month for sharing their insights and wisdom: Jon Arnold, Bill Brower, Amy Brown, Jeff Fettes, Venu Gooty, Tony Lorentzen, Hardy Myers, Alan Pendleton, Mark Pereira, Kathleen M. Peterson, Brendan Read and Vicki Sidor.
And a special thank you to each of our sponsors: 2Ring, AWS Marketplace, Calabrio, Centrical, Cognigy, eGain, Fonolo, HGS, Human Numbers, Khoros, Kustomer, MediaSmith, NECCF, NICE, PowerHouse, Procedure Flow, Reuters, RingCentral, Riverbed, ROI-DNA, Strategic Contact, WFH Alliance and Verint.
