Publications

Contact Centers’ Digital Transformation Has Only Begun

March 30, 2021May 2, 2021
Cloud Technology, Cloud-Based Systems and Applications, Customer Experience (CX), Intelligent Virtual Agents, Omni-Channel Contact Center, Posts, Publications, Self-Service / IVR / IVA, Work-From-Home

Contact Center WFO Remains Healthy, Despite the Pandemic

January 20, 2021May 14, 2021
Contact Center, Posts, Publications, Technology & Applications, Workforce Engagement Management (WEM), Workforce Optimization (WFO)

Is It Knowledge Management’s Time?

January 20, 2021May 14, 2021
Intelligent Virtual Agents, Interactive Voice Response (IVR), Knowledge Management, Posts, Publications, Self-Service / IVR / IVA, Technology & Applications, Work-From-Home

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

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)

Why Care About Customer Journey Analytics?

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

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

Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step

April 5, 2017
Publications, Technology & Applications, Workforce Management

Cloud Solutions Are Rising in the Contact Center

April 4, 2017
Cloud Technology, Publications

Turn Speech Analytics into an Enterprise Change Agent

February 24, 2017
Interaction Analytics (Speech & Text), Publications

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