CX Transformation Benchmark

The Future of the Contact Center: Optimism with a Dose of Caution

As centers pursue bots, RPA, and a variety of AI-enabled capabilities, it is imperative that we consider the people and process changes that go hand-in-hand with these powerful tools.

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Contact Center Challenges & Priorities for 2019

We have some noticeable movement this year. It reflects our dynamic industry in what the vendors are offering, how the labor market is changing, and how centers are maturing.

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2018 Contact Center Technology Survey Reveals Critical Needs

Integrating disparate applications into a coherent contact center technology architecture remains the number one challenge.

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Contact Center Challenges & Priorities for 2018

Perhaps now we’re moving into an era where the technology can help achieve “genetic engineering” to change some of those fundamental challenges, or provide better ways to tackle them.

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Workforce Optimization Survey: Time for the Next Level

It’s time to take these tools, and the related processes and roles, to the next level; the market has us poised to do just that.

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