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Kay Phelps

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Kay Phelps is a contact center professional who has worked in the industry for more than 20 years. Her experience spans systems engineering, defining requirements for new products and new releases, as well as product management and product marketing. Kay is a frequent speaker at conferences and webinars, has authored numerous industry articles, and has blogged extensively on all things contact center. Kay holds a Masters in Computer Science from Colorado State University as well as a BA in Computer Science and Journalism from East Tennessee State University. Read More>

Articles by: Kay Phelps

8 Tough Security, Compliance and Reliability Questions to Ask Your Communications Provider

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When it comes to security, compliance and reliability, how do you separate the real deal from the pretenders? While every company has different needs, here are eight questions that you should ask your next communications provider. 1. Are you a HIPAA-compliant business associate? If so, can you put [...]

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Insights from Customer Contact Week Austin 2019

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It seems like every company nowadays is pontificating about the importance of customer experience (CX). But how well do we walk the talk? At Contact Center Week in Austin, I heard ESPN, Sleep Number, Comcast, Weight Watchers and others share what they are doing to make it real. At this conference, [...]

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When Do We Break the Rules−and When Do We Follow Them?

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In his Psychology Today article “When Breaking the Rules is the Smart Thing to Do,” author and change leadership consultant Gustavo Razzetti says while most people are afraid to break the rules, others think rules are meant to be broken. Undoubtedly there are rule-followers and rule-breakers, but I [...]

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What Contact Center Metrics Actually Matter?

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Change is happening at a dizzying pace. Nowadays instead of flagging a taxi, you request an Uber or Lyft. Or, if your destination is just a few blocks away, you might just zip over on a Lime or Byrd. Rather than having cash in your pocket, you may use Apple Pay and a Venmo account. Home for the ev [...]

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AI-Driven Business Insights From Every Conversation With 8x8 Speech Analytics

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As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape. It’s fitting that the world-renowned Daytona Speedway is right in Orlando’s back yard, [...]

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A Roadmap to Success with Speech Analytics

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Whether you’re heading to a new restaurant on the other side of town or taking a road trip across the country, a GPS helps get you there. Gone are the days of combing through maps, taking notes and picking what you think is the best route—only to be blindsided by traffic delays and detours. But a G [...]

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