Technology

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top…

Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there…

It’s 2019: Your customers are going to expect immediate communication and results. At one time, sure, this seemed like a…

A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses…

With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and…

Automation, from Dictionary.com: “The technique, method or system of operating or controlling a process by highly automatic means, as by…

Businesses are facing ever-increasing risks of fraud and cybercrime. Every day brings more reports of security breaches and compromised customer…

It jumped out at me as big news: “Lack of and/or bad desktop tools (CRM, KM, Collaboration, etc.)” took the…

If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that…

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for…

Maintaining successful vendor relationships is crucial to gaining the competitive edge in the contact center industry. Every business relationship comes…

Fresh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can…

Frontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products…

As consumer goods become increasingly commoditized and compete on features and pricing, many businesses are focusing their attention on delivering…

The growth of artificial intelligence (AI)-powered self-service in contact centers understandably raises job-security questions for agents—will my job still exist…

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about…

As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a…

Compliance violations draw big penalties today. We’ve all seen the headlines. When 134 million credit card details were exposed in…

Just for fun, let’s start this technology article with some English literature and vocabulary. I chose the title hoping it…

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster,…

A Sponsored Article by Monet Software The contact center world is getting increasingly more complex. New technologies and communication channels…

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater…

Back in the day when you had to call for a cab instead of opening up the Uber or Lyft…

Nuisance calls are becoming a real problem in the industry. We have all been there, whether it is someone constantly…

“No matter how much you may feel like it’s not worth the investment or you don’t know where to start,…

“These tools go hand-in-hand with good processes and the right contact center support and IT resources to use them effectively,…

“Remember that AI is not going to just run on its own. You need people involved for the ‘human- assisted…

“Businesses today have an incredible amount of customer data on their hands that needs to be handled and used responsibly.”…

What we believe is driving this renewed interest, or renaissance, if you will, in QM is an industry focus on…

Chatbots work best when the user has a clear idea of a question in mind, and that is usually the…