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Tag Archives | Contact Center Technology

Intelligent Automation in Contact Centers: Making it Real (whitepaper)

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

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A Channel is a Channel

By on November 7, 2019 in Channels [Contact Center], Newsletter, Omni-Channel Contact Center, Servicing Applications, Technology
A Channel is a Channel Headlines shout the power and benefits of the newest “servicing” channels – one day it is social media and the next it is chat. In fact, no single channel is more important than another. What matters is that customers, prospects, partners, and everyone else receives a response in their channel [...]
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Is It Time to Invest in AI, Machine Learning, and Speech Technologies for Your Contact Center?

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Workforce Optimization Ushers in the Real-Time Contact Center

By on April 16, 2019 in Artificial Intelligence, Automation, Posts, Real-Time, Technology, WFO Suites

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. The call center liability recording/quality assurance market has evolved into the contact center workforce optimization (WFO) market, encompassing 13 application sectors: omnichannel recording; quality management; workforce management; coaching; e-learning; surveying/voice of the customer (VoC); performance management; speech, […]

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Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)

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Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service (whitepaper)

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