Articles & Posts:

2020 Contact Center Investment Priorities

March 12, 2020 / | Newsletters

Tips for Mitigating the Impact of Pandemics on Contact Centers

March 10, 2020 / | Best Practices, Business Case, COVID-19 / Pandemic, Disaster Recovery / Contingency Planning, Management & Operations, Posts

Voice Self-Service Has Become More Popular – and It’s About to Get Much Better

March 2, 2020 / | Artificial Intelligence (AI), Posts, Self-Service / IVR / IVA, Technology & Applications

DR/BC Plans to Mitigate the Impact of Pandemics on Contact Centers

February 18, 2020 / | Newsletters

The WFO Market Continues to Beat All Odds

January 21, 2020 / | Posts, Technology & Applications

Vision 2020

January 3, 2020 / | Newsletters

Making Robotic Process Automation for Employees

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

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