What can customer journey analytics do to help us understand the CX?February 7, 2022February 7, 2022Q&A
Self-Service Is the Channel of Choice—When It WorksFebruary 1, 2022February 1, 2022Artificial Intelligence (AI), Digital Customer Service, Digital Transformation, Posts, Self-Service / IVR / IVA, Systems & Applications
WFO/WEM Solutions Prove Their Worth in a Pandemic EconomyJanuary 20, 2022COVID-19 / Pandemic, Digital Transformation, Optimization, Posts, Workforce Engagement Management (WEM), Workforce Optimization (WFO)
The Contact Center Agent Hiring GapJanuary 17, 2022January 17, 2022Agent Hiring & Retention Mangement, Management & Operations, Posts
Contact Center Workplaces Are in the Midst of a RenaissanceJanuary 11, 2022January 11, 2022Contact Center, Digital Transformation, Posts, Technology & Applications, Work-From-Home
What should we include in a business case to obtain an IVA solution?January 10, 2022January 10, 2022Q&A
IVAs: Using AI to Serve Customers and Contact CentersJanuary 7, 2022January 10, 2022Artificial Intelligence (AI), Customer Experience (CX), Digital Customer Service, Digital Transformation, Intelligent Virtual Agents, Posts, Self-Service / IVR / IVA, Systems & Applications
Should speech and text analytics be used outside the contact center?December 7, 2021December 7, 2021Q&A