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
VISION 2020May 21, 2020March 10, 2021Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Intelligent Automaion, Intelligent Virtual Agents, Posts, Self-Service / IVR / IVA, Technology & Applications, Workforce Management
Pandemic Proves the Flexibility of CCaaS SolutionsApril 20, 2020Best Practices, Cloud Technology, COVID-19 / Pandemic, DR/BC, Management & Operations, Posts
What’s New in the World of Contact Center WFMApril 20, 2020COVID-19 / Pandemic, Posts, Technology & Applications, Workforce Management
Tips for Mitigating the Impact of Pandemics on Contact CentersMarch 10, 2020Best Practices, Business Case, COVID-19 / Pandemic, Disaster Recovery / Contingency Planning, Management & Operations, Posts
Voice Self-Service Has Become More Popular – and It’s About to Get Much BetterMarch 2, 2020Artificial Intelligence (AI), Posts, Self-Service / IVR / IVA, Technology & Applications