As we enter the 2021 holiday season, customers are experiencing more stressors than ever, including the continuing COVID-19 pandemic, disruptive…
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With the holiday season underway consumers are deciding how they are going to shop. Some of them may plan to…
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When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first…
Read More »In 2018, the Harvard Business Review wrote about how artificial intelligence (AI) and humans are “joining forces” across many industries.…
Read More »About a year ago, I tried something that we would all agree now was a bit foolish: predict what the…
Read More »From 1990 to 2010, some 4,400 children in the United States 17 years of age and younger made trips to…
Read More »So far, 2020 has been nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all…
Read More »Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are…
Read More »The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes…
Read More »In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend…
Read More »Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top…
Read More »With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and…
Read More »Automation, from Dictionary.com: “The technique, method or system of operating or controlling a process by highly automatic means, as by…
Read More »As consumer goods become increasingly commoditized and compete on features and pricing, many businesses are focusing their attention on delivering…
Read More »The growth of artificial intelligence (AI)-powered self-service in contact centers understandably raises job-security questions for agents—will my job still exist…
Read More »There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster,…
Read More »Back in the day when you had to call for a cab instead of opening up the Uber or Lyft…
Read More »“Remember that AI is not going to just run on its own. You need people involved for the ‘human- assisted…
Read More »Cognitive (adjective) cog·ni·tive 1: of, relating to, being, or involving conscious intellectual activity (such as thinking, reasoning or remembering) —Merriam-Webster…
Read More »Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that it is joining the…
Read More »“Integrating AI into daily call center business operations has the potential to reshape the workplace and provide unimaginable opportunities for…
Read More »The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic…
Read More »Although the term “Big Data” has actually been around since the 1990s, it was only in the last decade or…
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