Workforce Optimization (WFO) is delivering significant value to companies that are trying to improve both agent and customer experience, while making contact center operations more efficient.
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Businesses continue to deliver virtual options for customers to buy products, visit the doctor, take a class, and address service issues. With fewer people visiting physical locations following the COVID-19…
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The use or planned use of artificial intelligence (AI) for customer experience (CX) initiatives has grown by 60.5% in just two years. An effective AI strategy has become essential to…
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CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses…
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Customers are relying more on digital channels to make purchases, research products and get advice. So, it's not surprising that by 2025, more than half of all customer interactions will…
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