Every Event an Opportunity

A Healthy Response to Global Coronavirus Pandemic Through Operational Excellence in the Contact Center

A Healthy Response to Global Coronavirus Pandemic Through Operational Excellence in the Contact Center

The impact of Coronavirus continues to grow exponentially, causing entire countries to shut down, entire regions to be quarantined, and public fears to skyrocket.Given the confusion regarding diagnosing and treating this potentially deadly infection, the contact centers of healthcare providers and insurance companies are struggling to manage escalating volume.

read more
Prepare for Oceans of Data and the New Wave of CX and Contact Center Intelligence

Prepare for Oceans of Data and the New Wave of CX and Contact Center Intelligence

Every mega trend in the CX industry today generates data, whether it is personalization (delivering the preferred experience to every individual customer), security (ensuring compliance with increasingly strict privacy regulations), automation (smarter and smarter bots), augmentation (natural language processing and the development of avatars), emotion sensing, voice-to-text translation (and related search for coaching and audits) and, of course, any and all Artificial Intelligence (AI) applications which we’re seeing more of in 2020.

read more
Cloud Providers & The Contact Center Market: How AWS & Their Competitors Are Approaching the CX Industry

Cloud Providers & The Contact Center Market: How AWS & Their Competitors Are Approaching the CX Industry

For decades, the contact center industry has been dominated by traditional software, networking and outsourcing companies, with large enterprises often making decisions based on balancing the costs of customer service with the quality of customer experience, and looking at customer service at times as a “necessary evil” rather than a “great opportunity” to become more competitive.

read more