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.

This ability to be wherever a customer’s journey starts or ends gives KM solutions the unique ability to fulfill the true holy grail for customer experience-savvy organizations: increasing...

Automated analytics software can give contact center managers a complete picture of a customer interaction by looking at patterns in speech, desktop and text interactions.

Rich in historical metrics, WFM is prime for the implementation of artificial intelligence and analytics.

Digital empathy happens when companies ‘listen’ to customer behavior across channels, learn from it and apply their knowledge to improve a customer’s digital experience.

Cloud-based systems open a whole new world of features. Make sure you know what to ask for when you are evaluating a new dialing system.

Enabling human agents is a perennial challenge in the contact center industry, particularly in terms of supporting the need for remote working without compromising productivity.

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

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