WFM Software vs. Intelligent Automation
The modern workplace is a constantly evolving landscape. The tools and technologies employees use to do their jobs are changing […]
24
Aug
29
Jul
What is Contact Center as a Service (CCaaS)?
Contact Center as a Service (CCaaS) is a cloud-based customer contact center solution that allows businesses to manage customer interactions […]
22
Jun
How Intelligent Automation Promotes Call Center Success
Intelligent automation is driving successful contact center operations by boosting the performance and engagement of frontline agents—whether remote or in-center—and […]
26
Apr
Aligning Agents, Automation and AI
The UK Forefront Executive Council gathered on 30 March to discuss the customer service challenges faced by today’s contact centres. […]
25
Mar
AI at the Crossroads of Industry and Academia
Artificial Intelligence (AI) is upping the technological ante that was introduced by automation a generation ago. AI and machine learning […]
21
Mar
Great Customer Service Requires Engaged Agents
Maya Angelou said that “people will forget what you said… and what you did… but not how you made them […]