Topics

Technology Topics:

Technology

Where to Call and Contact?

Where to Call and Contact? The New Normal, like WFH, has shaken up contact center site selection strategies. Current Issue Operations Technology Artificial Intelligence Remote Work Operations

Reinventing Workplace Connections

Reinventing Workplace Connections How to nurture friendships in the remote contact center era. Current Issue People Turnover Workplace Environment Technology Remote Work Operations

Banking on Digital Transformation

Banking on Digital Transformation How financial services can use tools like Conversational AI and Agent Assist AI. Current Issue Strategy Customer Experience Technology Artificial Intelligence

Guiding Customers on Their Journeys

Guiding Customers on Their Journeys How AI can assist agents assist customers. Current Issue People Technology Artificial Intelligence Remote Work Operations

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges. Current Issue People Hiring Turnover Technology Omnichannel COVID-19 Agent Motivation Remote Work Operations

The New Face of Knowledge Management

The New Face of Knowledge Management How AI, LLMs, and vectorization has changed KM. Current Issue Operations Technology Artificial Intelligence

How Did You Get Here?

How Did You Get Here? Embracing the opportunity to build a contact center career. Strategy Vision - Mission - Values People Development Technology

Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3!

Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3! Three times we got it right. Two times we must do it again. And one thing that is changing everything. Strategy Customer Experience People Technology Artificial Intelligence

Motivating Industry Innovations

Motivating Industry Innovations An industry that was ripe for innovation and it remains so today. Strategy Customer Experience Technology Artificial Intelligence

The State of the Contact Center Industry

The State of the Contact Center Industry Where are we headed? Operations People Technology Artificial Intelligence

Back to the Future

Back to the Future Change is the only constant. Technology Omnichannel Remote Work Operations

Contact Centers

Contact Centers Yesterday, today, tomorrow. Strategy Customer Experience Technology Artificial Intelligence

Why You Need an AI Competency Center

Why You Need an AI Competency Center Companies need a means to maximize AI benefits and manage challenges. Technology Artificial Intelligence

Orchestrating the Agent Experience

Orchestrating the Agent Experience How technology can help by augmenting it to provide a sound CX. People Engagement Technology Omnichannel

Lifting Agility

Lifting Agility How going to cloud telephony and WFM helped Radial meet business needs. Operations Workforce Management Technology Artificial Intelligence Case Studies

How to Increase Sales Agent Productivity

How to Increase Sales Agent Productivity Try these five proven tactics for your team. People Development Technology Artificial Intelligence

Enabling Productive CX in Challenging Times

Enabling Productive CX in Challenging Times Can AI help square customer and contact center needs? Strategy Customer Experience Technology Artificial Intelligence

Fix CX With Digital, Visual Technologies

Fix CX With Digital, Visual Technologies Companies must provide excellent CX in today’s tumultuous economy. Strategy Customer Experience Technology Omnichannel Self-Service Artificial Intelligence

Moving Forward: What Will 2024 Bring For Contact Centers?

Moving Forward: What Will 2024 Bring For Contact Centers? Our Advisory Board shares timely insights to take into the New Year. Operations Workforce Management Strategy Customer Experience People Turnover Workplace Environment Technology Artificial Intelligence Remote Work Operations

Proximity Ambition and the Contact Center

Proximity Ambition and the Contact Center Land of Opportunity Strategy Customer Experience Technology Artificial Intelligence Remote Work People

Forrester GenAI Essentials Report 20240418

Upland 20231115

Cloud Racers

NICE 2024 CX Trends Action Guide 20240307