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…
Today’s cyberthreat landscape is more complex and challenging than ever before. The private sector is struggling with an overwhelming amount of data and data sources that need to connect to create actionable insights. Private sector companies nee…
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 a recent survey by Fortune, over 75% of the top 500 CEOs in the world believe that the current crisis has accelerated the pace of technological transformation. Every job function across the globe has had to adapt and evolve with this dynam…
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…
IBM commissioned Forrester Consulting to evaluate the state of security complexity and the effect it is having on security efficiency and effectiveness. To explore this topic, Forrester conducted a survey with 200 global security professionals with res…
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. …
The recent pandemic upended businesses everywhere. Employees confined to their homes, lowered customer spending, and uncertainty are to be blamed. However, customers still require assistance with their concerns. Given the remote working scenario and…
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…
Customer support holds paramount importance for business survival. People nowadays are inclined towards self-serving and speaking of self-service, it isn’t really successful without the right search engine in place. With minimal real-life interac…
