Balancing the need to reduce call center costs and keep customers happy is tough. However, Workforce Management (WFM) and contact […]
A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced […]
Once considered an emerging technology, new to the scene within the past few years, intraday automation is no longer a […]
Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your […]
The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand […]
As technology advances, could contact center agents be replaced by robots? That’s a question some outsourcers in India and the […]