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Digital Transformation Roadmap for Contact Centers (whitepaper)

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Is digital customer service another way of saying omni-channel?

Question: I’ve heard a lot about digital customer service solutions. Isn’t this just another way of saying that it’s omni-channel? Answer: Digital customer service (DCS) consists of more than adding digital servicing channels to contact centers, which has slowly been happening for years. It’s about meeting customers in their channel (or channels) of choice and [...]
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Is there a robotic process automation application for contact centers?

Question: Our back-office operations utilize robotic process automation, but I’m not sure how we’d use it in the contact center. Is there a different application for contact centers? Answer: Robotic process automation (RPA) solutions most commonly used in back-office environments are unattended RPA applications. This type of RPA performs end-to-end automation of high-volume transaction-based activities [...]
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Interaction Analytics: An Enterprise Vision and Practical Applications

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How does speech analytics perform trend analysis? Isn’t it just counting how often words are used?

Question: How does speech analytics perform trend analysis? Isn’t it just counting how often words are used? Answer: Trend analysis in interaction (speech and text) analytics solutions provides deeper insights than word count frequency. At its most basic, trend analysis is designed to allow users to define “things” they know to look for in voice [...]
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How much historical data is needed for AI to improve forecast accuracy in workforce management?

Question: I have heard about artificial intelligence (AI) being used in workforce management (WFM) solutions. How much historical data is needed for AI to improve forecast accuracy? Answer: Not surprisingly, the more data you have the more accurate the findings. AI-enabled WFM solutions leverage machine learning (ML), an AI technology that is effective at finding [...]
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The Transformation of WFM with Adaptive, Real-Time Intraday Management

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Contact Center Practices and Guidelines for Managing through COVID-19

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Contact Center Work-at-Home Guidelines for COVID-19 (whitepaper)

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Intelligent Automation in Contact Centers: Making it Real (whitepaper)

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