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Proactive Fraud Prevention via Contact Center Engagement
Most organizations treat fraud prevention as a back-end problem. Transactions…
Technology
Articles about technology trends, best practices, and more.
Retention Starts at the Call Center: Here’s How
Make 2026 the year you focus on retention over acquisition. While growing your audience is important, keeping your existing audience loyal is key to the health of your bottom line….
CEOs, Set Your Team Up for Success Now
The busy season is fast approaching, which means that your customer service lines are about to light up. Whether you’re a non-profit staring down giving season or a company selling…
It’s Time to Treat Giving as Engagement, Not a Transaction
For non-profits, giving keeps the lights on. But when you fall into the trap of treating giving as a transaction, you risk burning through goodwill and alienating your generous donors,…
Why Retailers Who Ignore AI Will Be Left Behind
AI can’t solve every retail problem, but it can solve many of them. When unleashed on your company and customer support data, it can offer real-time, personalized, strategic support that…
Prepare for High Call Volumes Now
The holidays are almost here, which means that businesses need to prepare for high call volumes as soon as possible. Why? Because the holidays are associated with increased shopping, giving,…
What is AI QA?
AI QA (Artificial Intelligence Quality Assurance) in a call center is the use of artificial intelligence to monitor, evaluate, and provide insights on customer interactions (voice, chat, email, SMS, etc.). Instead…
