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Automation: The Contact Center’s Grocer

In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception. The obvious heroes...

Virtual Assistants Can Be Your Contact Center Agents’ Best Friends

For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for...
Making Employee Experience a Priority in a Customer-Centric World

Making Employee Experience a Priority in a Customer-Centric World

When it comes to your favorite mobile or self-service experience, what apps… platforms… or companies come to mind? A few of my favorite apps...