Technology


AI-Enabled Agent Assessment: Now It’s a Reality

With the industry norm of only 5% of calls being listened to, the risks are becoming increasingly high for issues to be missed.

Current Issue Technology Artificial Intelligence White Papers


This 1¢ Piece of Paper Is Costing Your Contact Center Millions

Are your agents filling in the gaps in your process with sticky notes?

Current Issue Technology White Papers


Ch-Ch-Changes

It seems like the one constant in the contact center industry is change, and the ch-ch-changes we’ve seen over the past nearly two years are unprecedented.

Current Issue Technology


Silver Linings: How the Pandemic Fueled Positive Changes to Customer Experience

Artificial intelligence and contact center agents can work shoulder-to-shoulder as they create secure, superior customer experiences.

Current Issue Technology Artificial Intelligence


Contact Center Absenteeism: More Flexibility Is the Cure

Intelligent automation technology is uniquely positioned to promote critical connections between agents and the organization, particularly in a remote environment.

Current Issue Technology Artificial Intelligence


Executive Interview with ProcedureFlow

Instead of text-heavy knowledge base articles and documents, ProcedureFlow uses a visual guide to provide agents with the processes they need when they need them.

Technology White Papers


Virtual or Real? Reality Bites!

This year there was more time to plan, more time to think through what a virtual conference should look like, and perhaps get creative in terms of how a virtual conference could be presented.

Technology


Low-Code/No-Code AI-Enabled Chatbots

There has been a recent influx in flexible DIY chatbot solutions, such as IVAs, to bring the power of conversational AI to the hands of business users.

Technology Self-Service Artificial Intelligence Editor's Picks


CX Is About to Change (Again)

Customer interactions are about to get a lot more complicated. It’s the job of contact center agents and CX experts to make those experiences feel simple.

Technology Omnichannel Self-Service Artificial Intelligence Editor's Picks


5 Ways Contact Centers Can Best Serve Customers and Grow Their Business

High employee satisfaction is the foundation of high customer satisfaction. You cannot have one without the other.

Technology Artificial Intelligence Remote Work Technology


Getting Your Technology on Track

Countless centers wind up with manual workarounds because things don’t talk to each other as promised.

Technology


From WFO to WEM

WEM tools serve to motivate, enable and empower contact center workers.

Technology Workforce Optimization Artificial Intelligence


How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless

Not all SaaS solutions are created the same—nor do they hold themselves to the same compliance standards.

Technology Data Security


Creating a Sustainable Work-from-Home Contact Center

The hard part is done—the decision to transition to work from home as a staffing strategy to a work strategy—and we know it works!

Technology Unified Communications Workforce Optimization Remote Work Technology


Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Modern contact centers must be flexible and have the agility to respond and scale to match any number of challenges.

Technology Artificial Intelligence COVID-19 Remote Work Remote Work Operations Technology


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