3 Tools Your Agents Need to Make Working from Home Successful September 24, 2020 by Joey Kime Under: Self-Service, Remote Workforce, Blog, Scheduling

For some, the switch to work-from-home sounded like an opportunity to make some serious routine upgrades—who didn’t mind trading the office’s K-cups for some whipped coffee? Commutes went from 20.

Implementing-AI-WTI Implementing AI to Address a Global Pandemic August 06, 2020 by Cynthia Stryker Under: Self-Service, AI, Blog, IBM

The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , businesses are now looking to.

How Automation is Preparing Contact Centers for What’s Ahead May 14, 2020 by Cynthia Stryker Under: Self-Service, outbound, automation, strategy, Blog

Consumer and business behaviors have shifted dramatically and will continue to change day-to-day. The good news, and yes- there is good news, is that change creates opportunity. Businesses who invest.

Contact Center Dilemma - Self-Service or Agent? August 29, 2017 by Donna Penwell Under: Self-Service, AI, Blog, Agent, Aritificial Intelligence, Contact Center Technology

Millions of dollars have been invested in contact centers to support customers calling to ask questions, get support, purchase or return items - or just grumble. The personal agent-to-customer.

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