Articles & Posts:

Unpacking the New Self-Service Paradigm

September 24, 2020 / | Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Best Practices, Cloud Technology, Cloud-Based Systems and Applications, COVID-19 / Pandemic, Customer Experience (CX), Intelligent Virtual Agents, Interactive Voice Response (IVR), Posts, Self-Service / IVR / IVA, Strategy, Systems & Applications

IVAs: The First Responders for Customer Service

September 9, 2020 / | Customer Experience (CX), Digital Transformation, Intelligent Virtual Agents, Posts, Publications, Self-Service / IVR / IVA, Systems & Applications, Virtual Assistants (VA)

Contact Center WFO Solutions In the Future

September 4, 2020 / | Newsletters

Sales, Marketing and Enterprise Uses of Interaction Analytics

August 3, 2020 / | Analytics, Interaction Analytics, Posts, Technology & Applications

Pandemic Speeds Adoption of IA

August 3, 2020 / | Newsletters

How CX Is Changing in a Post-COVID World

July 31, 2020 / | Best Practices, Best Practices, COVID-19 / Pandemic, Customer Experience (CX), Key Performance Indicators (KPIs), Management & Operations, Posts, Strategy

Developing a Contact Center Work-At-Home Program

July 6, 2020 / | Newsletters, Work at Home (WAH) Agents

Why Care About Customer Journey Analytics?

June 5, 2020 / | Analytics, Customer Experience (CX), Customer Journey Analytics (CIA), Posts, Publications, Strategy

WFO Trends in 2020

May 26, 2020 / | Newsletters

In Times of Crisis, Contact Center Agents Must Practice Mindfulness

May 21, 2020 / | COVID-19 / Pandemic, Employee Engagement / Life Cycle Management, Posts