Posts

Customer Experience in the Post-Pandemic World

December 8, 2020April 13, 2021
COVID-19 / Pandemic, Customer Experience Management, Management & Operations, Posts, Self-Service / IVR / IVA, Technology & Applications

CX Lessons Learned from the Pandemic

November 19, 2020May 13, 2021
Best Practices, Cloud Technology, Cloud-Based Systems and Applications, COVID-19 / Pandemic, Customer Experience (CX), Digital, Digital Transformation, Management & Operations, Omni-Channel Contact Center, Posts, Publications, Strategy, Technology & Applications

WFM Solutions in the Future

November 10, 2020April 12, 2021
COVID-19 / Pandemic, Posts, Technology & Applications, Workforce Management

Developing a Contact Center Work-at-Home Program

September 29, 2020April 13, 2021
Best Practices, COVID-19 / Pandemic, DR/BC, Management & Operations, Posts, Work at Home (WAH) Agents

Unpacking the New Self-Service Paradigm

September 24, 2020May 13, 2021
Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Best Practices, Cloud Technology, Cloud-Based Systems and Applications, COVID-19 / Pandemic, Customer Experience (CX), Intelligent Virtual Agents, Interactive Voice Response (IVR), Posts, Self-Service / IVR / IVA, Strategy, Systems & Applications

IVAs: The First Responders for Customer Service

September 9, 2020May 14, 2021
Customer Experience (CX), Digital Transformation, Intelligent Virtual Agents, Posts, Publications, Self-Service / IVR / IVA, Systems & Applications, Virtual Assistants (VA)

Sales, Marketing and Enterprise Uses of Interaction Analytics

August 3, 2020April 13, 2021
Analytics, Interaction Analytics, Posts, Technology & Applications

How CX Is Changing in a Post-COVID World

July 31, 2020May 13, 2021
Best Practices, Best Practices, COVID-19 / Pandemic, Customer Experience (CX), Key Performance Indicators (KPIs), Management & Operations, Posts, Strategy

Why Care About Customer Journey Analytics?

June 5, 2020May 2, 2021
Analytics, Customer Experience (CX), Customer Journey Analytics (CIA), Posts, Publications, Strategy

In Times of Crisis, Contact Center Agents Must Practice Mindfulness

May 21, 2020April 13, 2021
COVID-19 / Pandemic, Employee Engagement / Life Cycle Management, Posts

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