System implementation at contact centers needs careful planning, due diligence, RFP, vendors, project team, manager, &am...
CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Bus...
Self service in the age of AI still requires proper planning and purpose-driving adoption of technology to enhance custo...
Public trust for telephony centered communication will erode by robocalls, impacting businesses with legitimate need to ...
Human centered, holistic customer experience design improves a government contact center's operations as well as stakeho...
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...
AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...
"Post pandemic contact centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT an...
