Technology

F resh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can ask Siri, Alexa or...

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s...

As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s...

Advances in technology continue to accelerate an exponential rate. If you blinked in 2018, you may have missed the latest developments in today’s digital...

It’s easy to get excited about technology and conjure up all of the benefits that will accrue to the contact center. But you must...

As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a robot maid! While we...

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service...

A CCaaS Solutions Provider's CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center...

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle...

The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations...

Back in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way...

As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in...

In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a...

Artificial Intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, it appears to...

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years...

Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and...

Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle...

Request for Proposal. RFP. Frontline users and vendors alike let out a collective groan at the prospect of a long, cumbersome and painful process....

Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional...

Some things just go together like chips and salsa, Frick and Frack… millennials and smartphones. It doesn’t seem that long ago that managers were contemplating...