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Yuke Guo: Navigating new challenges

My interview process here was memorable. It was cold and rainy, and I was wrecked with nerves. When I got to the boardroom, the nerves only got worse – seeing Laura, plus three new intimidating figures, all for my first...
Multi-factor Authentication (MFA) in Call Centers: A Complete Guide

Multi-factor authentication (MFA) might not be an entirely new concept for call center leaders, but the value of this technology has grown drastically in recent years. The call center is home to huge volumes of sensitive data, from credit card...
The Ultimate Guide to Utility Contact Centers: Best Practices, Tools, and Trends

Utility companies make the world go around. They’re the organizations responsible for ensuring we all have access to energy, heat, water – everything we need to thrive. The utility contact center acts as the main bridge between these essential businesses...