Soft skills are traits that enable contact center agents to relate to and connect with customers. They’re made up of a variety of intangible characteristics and attributes, and are critical to driving a positive agent and customer experience. …
Date: Wednesday, May 5, 2021 Time: 12pm ET | 9am PT Sponsored by: C2FO 2020 was a year like no other, as markets and industries around the world faced disruption due to the Covid-19 pandemic. Companies of all sizes suffered shifts in…
Financial services, whether it be banking, investing, or insurance, has seen massive digital transformation around self service and customer service. Ruled-based chatbots, self-service interfaces, and automation have changed the way that customers inte…
En su informe sobre Workday, FSN revela tres áreas de innovación a las que los responsables financieros deberían prestar atención para llevar sus procesos al siguiente nivel. Léalo para aprender sobre la automatizaci&…
Workday Adaptive Planning ha sido nombrada líder en el Cuadrante mágico de Gartner de soluciones cloud de planificación financiera y análisis de 2020. Con Workday como partner de planificación de confianza, obtendr…
To remain competitive in this ever-changing healthcare landscape, one of the largest Midwest health plans decided to transform its employer group reporting strategy to offer deeper analytics insights and increase value to its clients. Automation and se…
Abstract: It’s time to rethink your digital strategy in the context of people. It’s not just about adding new technologies like quantum computing, IoT, or AI, but how that tech will make your employees connect more effectively with their wo…
Over the last two decades, AI has been the single biggest driver of change in the contact center. In 2021, AI will drive 6.2 billion hours of worker productivity. It’s brought analysis, automation, and intelligence at a massive scale, and contact…
According to Gartner, the shift to remote working. In a recent survey, Gartner reported 82% of company leaders plan to allow employees to work remotely to some degree in the future, and nearly half (47%) said that they would allow all employees to work…
Advances in artificial intelligence, machine learning, and speech analytics are transforming the contact center as we know it, at every level of the organization. Understanding customer conversations, every single one taking place daily, is what wil…
