Contact Center WFO Remains Healthy, Despite the PandemicJanuary 20, 2021May 14, 2021Contact Center, Posts, Publications, Technology & Applications, Workforce Engagement Management (WEM), Workforce Optimization (WFO)
Customer Experience in the Post-Pandemic WorldDecember 8, 2020April 13, 2021COVID-19 / Pandemic, Customer Experience Management, Management & Operations, Posts, Self-Service / IVR / IVA, Technology & Applications
IVAs: The First Responders for Customer ServiceSeptember 9, 2020May 14, 2021Customer Experience (CX), Digital Transformation, Intelligent Virtual Agents, Posts, Publications, Self-Service / IVR / IVA, Systems & Applications, Virtual Assistants (VA)
AI Will Change the Service Game, EventuallyMay 21, 2020Artificial Intelligence (AI), Customer Service, Digital Transformation, Millenials, Posts, Technology & Applications, Trends and Challenges
5 Customer Service Trends That Point to a Promising FutureMay 21, 2020Artificial 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 2020May 21, 2020March 10, 2021Artificial Intelligence (AI), Automation / Robotic Process Automation (RPA), Intelligent Automaion, Intelligent Virtual Agents, Posts, Self-Service / IVR / IVA, Technology & Applications, Workforce Management
Voice Self-Service Has Become More Popular – and It’s About to Get Much BetterMarch 2, 2020Artificial Intelligence (AI), Posts, Self-Service / IVR / IVA, Technology & Applications
The WFO Market Continues to Beat All OddsJanuary 21, 2020April 24, 2021Posts, Technology & Applications
Making Robotic Process Automation for EmployeesJanuary 3, 2020Agent Management, Automation / Robotic Process Automation (RPA), Posts, Technology & Applications
The Hybrid Contact Center Workforce of 2030January 3, 2020Agent Management, Automation / Robotic Process Automation (RPA), Posts, Technology & Applications