Articles & Posts:

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

AI Will Change the Service Game, Eventually

May 21, 2020 / | Artificial Intelligence (AI), Customer Service, Digital Transformation, Millenials, Posts, Technology & Applications, Trends and Challenges

5 Customer Service Trends That Point to a Promising Future

May 21, 2020 / | Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Big Data, Cloud Technology, Digital Transformation, Intelligent Automaion, Intelligent Virtual Agents, Posts, Technology & Applications, Trends and Challenges

VISION 2020

May 21, 2020 / | Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Intelligent Automaion, Intelligent Virtual Agents, Posts, Self-Service / IVR / IVA, Technology & Applications, Workforce Management

Using IA and CJA to Improve CX

May 5, 2020 / | Newsletters