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AI and KM: From Knowledge Management to Knowledge Automation

An AI-infused KM system delivers “knowledge at your fingertips,” making it easy for customers to access the right information 24/7.

Technology Artificial Intelligence White Papers


Coronavirus = Business Continuity Plan

Do you have the appropriate technology for your staff to work from home during a disease outbreak?

Technology White Papers


How to Promote Customer Loyalty in the Age of Complexity

If removing friction from the customer journey is your goal, then it’s time to consider using intelligent automation.

Technology Self-Service White Papers


Executive Interview with LogMeIn’s Ryan Lester

There are so many opportunities in these little moments that customers have when they’re calling into a contact center or engaging with a frontline employee to make things better—and that’s what...

Technology Artificial Intelligence White Papers


Executive Interview with Bob Wienholt, CEO of CallShaper

Speed to market is very important to our clients. That is why we have set up CallShaper to be so easy to use. You can get a new campaign started in hours instead of days or weeks.

White Papers


Coaching Automated: Improving Agent Engagement Pays Off

Coaching—on top of training—is that essential element needed for agents to want to go the extra mile and provide great service.

Technology Workforce Optimization White Papers


What to Look for in a Secure Headset

Audio technology purchases for confidential environments are not a simple decision and can’t be treated as a mere add-on to a network.

White Papers


Are Your Self-Service Channels Your Customers’ Last Option?

Adding a digital component to speech-initiated self-service interactions creates possibilities for transactions never thought possible on speech alone.

White Papers


Workforce Automation: The Strategic Savings Solution

Workforce automation gives leaders a unique opportunity to turn their daily center challenges into significant savings.

Technology Workforce Optimization White Papers



7 Steps to Superior CX

Remember, CX is not a one-and-done process. It’s an evolution. No one gets it perfect the first time.

Strategy Customer Experience White Papers


Workforce Management Evolution

WFM is an operating culture and philosophy, not just software.

Technology Workforce Optimization White Papers


Making Employee Experience a Priority in a Customer-Centric World

Why don’t companies offer the same respect and dedicated effort they apply to resolve their customers’ poor experience to fix their employees’ poor experience?

Technology Software Platforms White Papers


What, Exactly, Makes for Great CX?

A great customer experience results from combining (1) knowledge with (2) time savings in a way that (3) fits the customer’s personality.

Technology Omnichannel White Papers


Executive Interview with Matt McConnell, CEO of Intradiem

Thirty seconds on hold is much different to a customer who is waiting than to an agent who is seeking assistance.

Technology Workforce Optimization White Papers


2 Ring Dashboards