As expectations continue to evolve, and technology advances at an increasingly fast pace, the one constant contact center leaders need to prepare for in 2020 is further change.

We couldn’t help but notice how the voice qualities of the agent seemed to have a strong influence on each call’s outcome.

The fact that you can now buy inexpensive, powerful, yet ‘easier-to-operate’ speech tools with impressive NLP platforms is changing the landscape.

The practice of spoofing has gotten so inexpensive that it has grown exponentially, leading to the proliferation of these calls and the nearly nonstop ringing of the phone.

As managers, your job is to elicit the ‘right’ behavior at scale, repeatedly.Automation, once viewed as a threat to workers and their jobs, is now an ally.

Screen recordings give clients an actual look into the process that they’ll need to recreate, guiding them through example.

Way too many centers still have way too many manual process steps, negatively impacting the customer experience and the cost of doing business.

Brands that have successfully implemented chatbots have taken a hybrid approach, with AI helping to make human interactions more effective and more impactful.

RPA can be that helping hand in the contact center to eliminate tedious, time-consuming tasks, reduce hold time and after-call work, and help agents and seasonal workers onboard and get up to...

Organizations are forging ahead with plans for AI deployments and automation projects. Do you have a plan in place to transform the people and process side of the equation?

When customers need the human touch, technology enablers can help to ensure successful interactions.