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

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

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