Six Ways Attended Automation Can Transform Your Call Center
By Jeff Fettes Contact centers are more hectic and overworked than ever. While agents deal with a huge volume of calls, they also deal with … Read more
By Jeff Fettes Contact centers are more hectic and overworked than ever. While agents deal with a huge volume of calls, they also deal with … Read more
By Donna Fluss Artificial intelligence (AI) is awe-inspiring. While these technologies are in their early days, they have already demonstrated their ability to function as … Read more
By Jennifer Lee There’s a common misconception that technology will disrupt customer service the way it disrupted manufacturing. Using robots to assemble more cars or … Read more
By Matt Rocco and Jim Iyoob Customer experience is the latest challenge faced today; brands must consider far more than simply the point of sale. … Read more
By Seb Reeve The global pandemic has put more pressure than ever on every one of us. Healthcare workers face untold challenges in treating patients, … Read more
By Ray Naeini The impact of emerging technologies on our lives and our businesses cannot be ignored, dismissed, or avoided. The replacement of plain old … Read more
By Ross Sedgewick and Lisa Campbell Within most contact centers, artificial intelligence (AI) adoption remains in an embryonic stage. As companies like Google compete to … Read more
By Donna Fluss The knowledge management (KM) market is experiencing a resurgence, driven by the artificial intelligence (AI) revolution. The funny thing about this is … Read more
The Promises, the Challenges, and the Pitfalls By Ray Naeini Adoption of intelligent virtual agent (IVA) or chatbots is a popular topic in today’s industry, … Read more
Predict Who Is Calling and Why By Nancy Lee Artificial intelligence (AI) is intelligence demonstrated by machines, in contrast to the natural intelligence displayed by … Read more