Q&A

How can we jumpstart post-pandemic planning while continuing our digital transformation?

January 17, 2021
Q&A

What information should we include in a job description?

December 1, 2020
Q&A

Is contact center performance management something more than advanced reporting?

November 3, 2020
Q&A

What is predictive analytics and how is it being used in contact centers?

October 9, 2020
Q&A

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

September 4, 2020
Digital Customer Service, Q&A

Is there a robotic process automation application for contact centers?

August 11, 2020
Automation, Automation / Robotic Process Automation (RPA), Q&A

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

July 6, 2020
Interaction Analytics (Speech & Text), Q&A

What technology will help contact center agents manage the move to work from home permanently?

May 26, 2020
COVID-19 / Pandemic, Q&A

How much historical data is needed for AI to improve forecast accuracy in workforce management?

May 9, 2020
Artificial Intelligence (AI), Q&A, Workforce Management

How should agents handle calls when customers are sharing their concerns about the Coronavirus pandemic?

April 7, 2020
COVID-19 / Pandemic, Q&A

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