Articles & Posts:

The Hybrid Contact Center Workforce of 2030

January 3, 2020 / | Agent Management, Automation / Robotic Process Automation (RPA), Posts, Technology & Applications

2019 Was a Fantastic Year for Service

December 10, 2019 / | Newsletters

It’s Time for a Real Digital Transformation

November 19, 2019 / | Best Practices, Customer Experience (CX), Digital Transformation, Management & Operations, Posts, Publications, Strategy

The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road

November 7, 2019 / | Posts, Technology & Applications

The Reality of AI – Once You Get Past the Hype

November 7, 2019 / | Artificial Intelligence (AI), Posts, Technology & Applications

A Channel is a Channel

November 7, 2019 / | Channels [Contact Center], Newsletters, Omni-Channel Contact Center, Servicing Applications, Technology & Applications

Making RPA Positive for Employees

October 11, 2019 / | Newsletters

Digital Transformation Initiatives for Contact Centers

September 12, 2019 / | Newsletters

Call Tracking: Where Phone Calls Enhance Digital Marketing and Service

July 31, 2019 / | Newsletters, Technology & Applications

New Workforce Management Transfers Power to Agents

July 31, 2019 / | Posts, Technology & Applications, Workforce Management