Articles & Posts:

What’s New with Workforce Management?

October 16, 2018 / | Newsletters, Technology & Applications, Workforce Management

Knowledge Management in the Era of AI

October 4, 2018 / | Artificial Intelligence (AI), Knowledge Management, Posts, Technology & Applications

The Next Act: The AI-Enabled Contact Center

August 31, 2018 / | Artificial Intelligence (AI), Newsletters

Contact Center Management Is Both an Art and a Science

August 20, 2018 / | Key Performance Indicators (KPIs), Management & Operations, Posts, Reporting / Business Intelligence

Applications that Improve the Customer Journey

August 10, 2018 / | Bots, Intelligent Virtual Agents, Intelligent Virtual Agents, Newsletters, Systems & Applications, Technology & Applications, Trends and Challenges, Voice Biometrics, Web Based Self Service

Call Center Quality Assurance Best Practices for Empowering Agents

July 26, 2018 / | Agent Management, Best Practices, Posts, Quality Management / Analytics Enabled QM (AQM)

The Uberization of Workforce Management

July 9, 2018 / | Newsletters, Technology & Applications, Workforce Management

Best Practices for Managing Cloud Technology Solutions

July 2, 2018 / | Cloud Technology, Posts, Technology & Applications

Demystifying GDPR

June 12, 2018 / | Newsletters

Contact Center Quality Assurance is Essential in All Channels

May 25, 2018 / | Digital Transformation, DMG in the News, Omni-Channel Contact Center, Posts, Quality Management / Analytics Enabled QM (AQM)