Under-the-hood Tech Insight Enables Client Business…

As a technologist, I tell clients you need to understand the “gutworks” of a system to serve customers in the ways they expect. Knowing the…

 

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Understanding Today’s Contact Center Technology: From…

Yesterday’s call center is today’s contact center — a sophisticated, adaptable, multi-channel suite of technology and services that can engage customers, clients and sales prospects…

 

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Achieving the Right Balance in Retail…

  Blending Artificial Intelligence and Intelligent Agents We live in a world where a “digital-first” mentality rules the demand for “I-me-mine” (IM²) in retail customer…

 

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3 Technology Trends to Increase Customer…

  Increasing Customer Engagement Through Technology Whenever the topic of customer engagement or service comes up, technology often dominates the discussion. Artificial intelligence (AI), chatbots,…

 

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Contact Center Technology Predictions for 2014…

Predictions are certainly interesting, particularly when you read them years after they are made. Yet predictions are also an important exercise in developing roadmaps for…

 

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Future Proofing Contact Center Technology

Contact centers are continually progressing, in no small part to the continued evolution of technology. From cloud technology to fully-integrated software, contact centers are able…

 

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Phone, Chat, Email, or IM? The…

There was a time when call centers were populated mostly by headset-wearing “operators” (as in, “Operators are standing by!”). Now, however, whether they are located…

 

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