Is digital customer service another way of saying omni-channel?September 4, 2020Digital Customer Service, Q&A
Is there a robotic process automation application for contact centers?August 11, 2020Automation, 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, 2020Interaction Analytics (Speech & Text), Q&A
What technology will help contact center agents manage the move to work from home permanently?May 26, 2020COVID-19 / Pandemic, Q&A
How much historical data is needed for AI to improve forecast accuracy in workforce management?May 9, 2020Artificial Intelligence (AI), Q&A, Workforce Management
How should agents handle calls when customers are sharing their concerns about the Coronavirus pandemic?April 7, 2020COVID-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, 2020Q&A
What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience?February 18, 2020Q&A