2Ring

COVID-19 Impact: Recalibrating Human & AI Roles

Business has changed—forever. We must accept this and take steps to evolve. If we don’t, all the pains we are going through now and the lessons we learn along the way will have been for naught.

Strategy Planning


Open the Door… To Possibility!

Leaders have a unique responsibility to influence the overall direction that their business unit will assume. This is true even when one is faced with the kinds of conditions many must confront today.

Strategy Culture


Executive Interview with MusicWorks’ David Sandler

When a caller is greeted with a synthetic voice, there is often a visceral reaction that subtly cues a negative reaction.

Operations


Automation: The Contact Center’s Grocer

One common misconception about virtual assistants is that they are ‘all or nothing,’ meaning that the goal should be to fully automate a customer interaction.

Technology Artificial Intelligence


Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next

WAH agents don’t just have to be wired technically, they need to be properly wired emotionally.

Technology Staffing