AI Enabled CX
The Deepfake Perimeter: Why Customer Service Is Now a Cybersecurity Function
For years, enterprise security was defined by firewalls, passwords, networks, and system…Read More 
AI Enabled CX
The Surge Economy: Why “Normal Volume” No Longer Exists in Customer Care
There is no longer a “normal day” in customer care. Yes, most…Read More
AI Enabled CX
The AI Dilemma: Why the Promise of Better CX Falls Short
When it comes to artificial intelligence (AI) in customer experiences (CX), too…Read More
AI Enabled CX
The Top 5 CX Events We Attended In 2023
Customer experience (CX) events are excellent opportunities to learn about the latest…Read More
Corporate News
July 4th Brings a More Liberated Workforce
The descriptors for the economic engines driving work today range far and…Read More
Contact-Center Outsourcing
Chief Executive Kim Houlne Advocates On-demand Workers in Contact Center Pipeline Feature Story
For me, the headline sums it up: “On-demand Is In Demand.” The…Read More
GigCX
7 Steps for Applying Transformational Leadership to the Virtual Workplace
Just as expanding technology has changed the basic nature of American commerce…Read More
Contact Center Scalability
Is the Gig Economy Go-go or Oh-no? Depends on Who You Ask.
In recent years, the gig or sharing economy—read that on-demand workforce—has become…Read More
Agent Development
Improve Agent Retention for Long-Term Investment: How to Keep Agents Engaged, Productive and Loyal
Every department feels it: turnover drains momentum, kills productivity, and erodes the…Read More
Corporate News
Woman-owned Business Pioneered an Industry
On-demand Work Benefits 10,000s of Women As it goes with some of…Read More