Tag: digital transformation

April is automation month. While that’s not an actual observance, automation-related topics definitely piqued the interest of our readers this month. Our recent chatbot...

I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation....

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work,...

The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. In our five-part...

No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls and email as the...