Workforce Optimization Implementation 8 Common Mistakes to Avoid When Implementing WFO March 11, 2021 by April Bock Under: WFO, WFM

Implementing a Workforce Optimization Suite can be exciting. However, planning for a smooth implementation can be time-consuming and challenging, especially when it comes to aligning expectations. 

Should I replace or repair my voice IVR Evaluate your IVR by asking these 4 questions February 11, 2021 by Cynthia Stryker Under: Customer Experience, IVR

Customers develop a perception of your brand based on their experience with your IVR.  Your IVR is one of the many faces of your brand and a significant component of your customer experience..

Artificial Intelligence Intents vs. Entity Voice and AI Chatbots: Using Intents and Entities in follow-up questions January 14, 2021 by Mike Hentges Under: Chatbots, Artificial Intelligence

When starting out building AI-driven solutions, including IBM Watson, Google Dialogflow, Amazon Lex, or others, the discussion always starts out with “Intents and Entities”. Not overly difficult,.

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