How CX Is Changing in a Post-COVID WorldJuly 31, 2020May 13, 2021Best Practices, Best Practices, COVID-19 / Pandemic, Customer Experience (CX), Key Performance Indicators (KPIs), Management & Operations, Posts, Strategy
How does speech analytics perform trend analysis? Isn’t it just counting how often words are used?July 6, 2020Interaction Analytics (Speech & Text), Q&A
Why Care About Customer Journey Analytics?June 5, 2020May 2, 2021Analytics, Customer Experience (CX), Customer Journey Analytics (CIA), Posts, Publications, Strategy
What technology will help contact center agents manage the move to work from home permanently?May 26, 2020COVID-19 / Pandemic, Q&A
In Times of Crisis, Contact Center Agents Must Practice MindfulnessMay 21, 2020April 13, 2021COVID-19 / Pandemic, Employee Engagement / Life Cycle Management, Posts
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