Q&A

What are some high-level considerations we should keep in mind as we evaluate cloud-based contact center infrastructure vendors in our RFP process?

March 10, 2020
Q&A

What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience?

February 18, 2020
Q&A

How should we use gamification in workforce management (WFM)?

January 3, 2020
Q&A

Can I use workforce management for managing a back-office team?

December 10, 2019
Q&A

Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too?

November 11, 2019
Q&A

I’ve heard of speech analytics to analyze phone calls; what’s used for the new digital channels?

October 9, 2019
Q&A

Is robotic process automation another name for workflow management software?

September 12, 2019
Q&A

Can contact center infrastructure solutions integrate with home-grown servicing systems or only commercially available CRMs?

August 13, 2019
Q&A

What’s the difference between customer journey mapping and customer journey analytics?

July 16, 2019
Q&A

Are multi-channel and omni-channel contact centers the same?

June 11, 2019
Q&A

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