Fraud

Large language models (LLMs) and agentic AI are changing the way people shop, interact, and even complain, often without leaving a traditional interface. For...

Organizations, no matter the type and operation, have always had to find ways to ensure the security of their customers and their employees, and...

AI is no longer experimental in customer support centers. Many teams already rely on it inside their CRM applications for tasks like case summaries,...

In 2026, contact centers operate at the intersection of two seismic forces reshaping customer engagement: hyper-scaled AI communications and an equally rapid rise in...

For years, companies - including many in the business process outsourcing (BPO) space - have relied on nearshore and offshore call center staffing to...

Trust is the invisible currency behind every strong customer relationship, and once it is broken and lost, it is hard to earn back. With...

To kick off November's top 5, Sharon guides us on how to meet digital-first customer expectations by creating a digital engagement landscape. Next, Jennifer...

Chargebacks, where merchants must electronically return funds to customers for successfully disputed transactions, are an inevitable part of business. In many cases, chargebacks arise from...

Starting off our top 5 blog posts in September, Chris shows us how enterprise browsers improve your agents' workflow, resulting in both happier agents...

In the past, a contact center agent could be reasonably secure in knowing who was at the other end of the line. And if...

Contact centers are a prime target for social engineering criminals. Customer service representatives (CSRs) are common high-value targets as their main goal is to...

There is an unavoidable new dynamic unfolding in the contact center space that promises to upend every norm governing operational efficiency, agent performance, and...

Welcome to the Top 5 Blog Posts in November. Topping the list this month, Kathleen warns of the downside to prioritizing cost-cutting measures, such...

In today’s rapidly evolving digital landscape, payment trends and challenges have become critical focal points for contact centers worldwide. As the primary touchpoint for customer...

Credit union contact center teams have been feeling the squeeze for several years. Even with branches now reopened, credit unions are reporting that members...