Posts

VISION 2020

May 21, 2020March 10, 2021
Artificial 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 Solutions

April 20, 2020
Best Practices, Cloud Technology, COVID-19 / Pandemic, DR/BC, Management & Operations, Posts

What’s New in the World of Contact Center WFM

April 20, 2020
COVID-19 / Pandemic, Posts, Technology & Applications, Workforce Management

Tips for Mitigating the Impact of Pandemics on Contact Centers

March 10, 2020
Best 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 Better

March 2, 2020
Artificial Intelligence (AI), Posts, Self-Service / IVR / IVA, Technology & Applications

The WFO Market Continues to Beat All Odds

January 21, 2020April 24, 2021
Posts, Technology & Applications

Making Robotic Process Automation for Employees

January 3, 2020
Agent Management, Automation / Robotic Process Automation (RPA), Posts, Technology & Applications

The Hybrid Contact Center Workforce of 2030

January 3, 2020
Agent Management, Automation / Robotic Process Automation (RPA), Posts, Technology & Applications

It’s Time for a Real Digital Transformation

November 19, 2019May 2, 2021
Best Practices, Customer Experience (CX), Digital Transformation, Management & Operations, Posts, Publications, Strategy

The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road

November 7, 2019April 24, 2021
Posts, Technology & Applications

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