WFM Solutions in the FutureNovember 10, 2020April 12, 2021COVID-19 / Pandemic, Posts, Technology & Applications, Workforce Management
Developing a Contact Center Work-at-Home ProgramSeptember 29, 2020April 13, 2021Best Practices, COVID-19 / Pandemic, DR/BC, Management & Operations, Posts, Work at Home (WAH) Agents
Unpacking the New Self-Service ParadigmSeptember 24, 2020May 13, 2021Artificial 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 ServiceSeptember 9, 2020May 14, 2021Customer 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 AnalyticsAugust 3, 2020April 13, 2021Analytics, Interaction Analytics, Posts, Technology & Applications
How CX Is Changing in a Post-COVID WorldJuly 31, 2020May 13, 2021Best 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, 2021Analytics, Customer Experience (CX), Customer Journey Analytics (CIA), Posts, Publications, Strategy
In Times of Crisis, Contact Center Agents Must Practice MindfulnessMay 21, 2020April 13, 2021COVID-19 / Pandemic, Employee Engagement / Life Cycle Management, Posts
AI Will Change the Service Game, EventuallyMay 21, 2020Artificial Intelligence (AI), Customer Service, Digital Transformation, Millenials, Posts, Technology & Applications, Trends and Challenges
5 Customer Service Trends That Point to a Promising FutureMay 21, 2020Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Big Data, Cloud Technology, Digital Transformation, Intelligent Automaion, Intelligent Virtual Agents, Posts, Technology & Applications, Trends and Challenges