22 Jun

How Intelligent Automation Promotes Call Center Success

Jennifer Lee

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

John Englund

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

John Englund

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

John Englund

Maya Angelou said that “people will forget what you said… and what you did… but not how you made them […]

16 Mar

Call Center Occupancy: What It Is and Why It’s So Crucial For Success


If you had to make a list of some of the most valuable assets that any business has, its relationship […]

16 Mar

Achieving Digital Transformation Through Workforce Automation


To say that the last two years have been a disruption to just about every industry you can name is, […]