The same old limited digital service capabilities do not cut it in the new environment.

Some of the key differences between cloud and premise are blurring as vendors offer (and downright encourage!) purchase models based on subscription pricing.

The flexibility to pivot and transform work, processes and personnel quickly is accelerated in the cloud.

While we may not want to use the pandemic as our permanent technology adoption playbook, it has certainly allowed us to practice a rapid approach to digital transformation.

In recognition and appreciation to Verint, our September 2020 Wall of Fame Sponsor.

The contact center can be a tough environment. Lots of noise, all-day use, agents coming and going, and lots of wear and tear.

The world of workforce management is changing more rapidly than at any other time in our history.

Having proven their mettle and efficacy on the customer front lines, [IVAs] are quickly graduating to a manager role in the organization.

Pricing is primarily about licensing—except when it’s not! Market disruptions have created an interesting mix of possibilities, and you must spend the time to find the best fit for...

The industry’s hesitant approach to AI before the pandemic is poised to become a much more confident near-term march toward AI deployment.

At a time when many companies are grappling with how their technology investments impact their bottom line, providing the highest quality of customer support must remain a key initiative.

Phone-based support was already struggling to meet the demands of an increasingly digital world. Facing the strain of the COVID-19 crisis, it’s simply no longer viable.

Mobile WFM communications help keep home agents engaged in the scheduling process and part of the team.

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.

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