Posts

Workforce Optimization Ushers in the Real-Time Contact Center

April 16, 2019
Artificial Intelligence (AI), Automation, Posts, Real-Time, Technology & Applications, WFO Suites

Customer Service Is Everyone’s Responsibility

March 1, 2019
Customer Experience Analytics, Customer Journey Analytics (CIA), Management & Operations, Posts, Technology & Applications

Thanks to AI and RPA, the WFO Market Surges

Innovation Is What Makes Us Great

March 1, 2019
Artificial Intelligence (AI), Customer Service, Posts, Technology & Applications

Speech Analytics and AI Is a Winning Combination

February 25, 2019
Analytics-Enabled QA, Artificial Intelligence (AI), Customer Journey Analytics (CIA), Posts, Surveying, Technology & Applications

11 Keys to Designing Effective IVAs

January 18, 2019
Intelligent Virtual Agents, Intelligent Virtual Agents, Posts, Technology & Applications

Smarter Bots Mean Greater Innovation, Productivity, and Value

January 4, 2019
Automation / Robotic Process Automation (RPA), Posts, Technology & Applications

IVA Is the Future of Voice Self-Service

January 4, 2019
Intelligent Virtual Agents, Intelligent Virtual Agents, Posts, Technology & Applications

Knowledge Management in the Era of AI

October 4, 2018
Artificial Intelligence (AI), Knowledge Management, Posts, Technology & Applications

Contact Center Management Is Both an Art and a Science

August 20, 2018
Key Performance Indicators (KPIs), Management & Operations, Posts, Reporting / Business Intelligence

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