Practical Intelligence in Payment Security: Turning PCI Compliance into a CX Advantage
By Matt Taylor, Head of Solution Consulting, IPI
Is Coaching Sustainable?
Submitted by Ulysses Learning
The Bilingual Talent Gap Is Real—and Nearshore Recruiting Is Closing It Faster Than Expected
By Walter Sabrin, Chief Talent Officer, Vensure Employer Solutions
Healthy AI Adoption: Supporting Agents While Expanding Language Access
By Angela Hoegerl, Senior Director of Client Success, Dialog Health
Case Study: Affordable Care Enhances FCR to 90%+ and Saves 2000+ Hours per Month with VoiceAI
Submitted by Observe.AI
From Capacity to Credibility and Depth
By Clinton Cohen, CEO, iContact BPO
Customer Care Transformation: 5 Strategies That Work
By Jim Iyoob, Chief Revenue Officer, Etech Global Services & President, ETSLabs
Magical Moments - Create Them, and You Will Shine
By John Tschohl, Founder and President, Service Quality Institute
Reuters Events: Customer Service & Experience West 2026 - San Diego, CA - April 21-22nd
Press Release: Luware Modernizes SIX’s Financial Market Communications
Complimentary Webcast: Wednesday, May 13th - Forecasting in an AI-Driven World - Solid Rock Consulting
Bringing the Back Office to the Front of the CX – Complimentary Webcast: Wednesday, May 20th
Presented by: Donna Fluss, President and Founder of DMG Consulting LLC and
Andrea Matsuda, Manager, Product Marketing, WFM, WA, CX, NiCE
articles continued on page 6 of the newsletter