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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In 2018, the Harvard Business Review wrote about how artificial intelligence (AI) and humans are “joining forces” across many industries.…
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 »Since the onset of the COVID pandemic, customers have found themselves in completely different circumstances, and support organizations have had…
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 »The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes…
Read More »When customers have questions for companies they do business with, they might get a set of FAQs to plow through.…
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 »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…
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