Technology

Cognitive (adjective) cog·ni·tive 1: of, relating to, being, or involving conscious intellectual activity (such as thinking, reasoning or remembering) —Merriam-Webster…

“No technology is a silver bullet, but many tools can make a dent in the key things that contribute to…

As chatbots, artificial intelligence (AI) applications and social media drive the growth of self-service customer engagement, it’s clear the role…

Some things just go together like chips and salsa, Frick and Frack… millennials and smartphones. It doesn’t seem that long…

“Keep in mind that perfection can be the enemy of progress. The goal is to make continuous improvements in the…

There is no question that skilled agents offer the best opportunity to save unhappy customers who are at risk of…

When it comes to authenticating an individual’s identity, fingerprinting has been the go-to solution for centuries. Literally. Fingerprinting can be…

It’s no secret that contact centers are under increasing assault by organized fraud rings, but why have they become so…

Dick Bucci has a long history researching and reporting on contact center applications. As the founder and sole employee of…

“Expect to see businesses expand the role of the contact center as a competitive differentiator, with increased investments in technology…

“While SIP isn’t the only way to deliver functionality centers seek, it is a good way, and sometimes the ‘best’…

“In just a couple years’ time—by 2020—messaging will be used more than voice and chat combined.” The landscape for engaging…

“Start by thinking of things like account number and social security number as identity only; these are not paths to…

“Robots can make the work that employees do easier, providing guidance in a ‘show me’ mode to help them learn…

“Visual guidance such as diagrams, forms, pictures and live videos will slowly supplant more sterile voice or text interactions.” It…

As a regular attendee and speaker at contact center conferences, I keep my finger on the pulse of the latest…

“Buy new where you must, but think first about how to use what you have well, or add to it…

“Create opportunities for more transparency and communication, as well as an employee community for enhanced collaboration, so work becomes more…

“True cloud contact centers are built as cloud native platforms, not premises equipment that’s been moved to the cloud and…

“Creating a dynamic culture that encourages employee engagement means addressing what’s important to contact center employees.” Employee engagement is more…

“Integrating AI into daily call center business operations has the potential to reshape the workplace and provide unimaginable opportunities for…

Contact centers face a growing array of compliance requirements, rules and regulations for handling sensitive data. “Bad guys” seem to…

A few minutes outage can leave the center playing catch up on service level (and perhaps, customer satisfaction) all day.…

Are we now in the automation generation? Technology giants such as Google are already testing driverless automobiles. What’s next—pilotless passenger…

“While HAL was able to converse naturally with people on any imaginable topic, the conversational user experience with AI still…

“A few minutes outage can leave the center playing catch up on service level (and perhaps, customer satisfaction) all day.…

“The contact center innovations of the past 40 years have succeeded in improving agent productivity and delivering a more satisfactory…

Strategic Contact, working with Contact Center Pipeline, recently conducted the 2017 Workforce Optimization (WFO) Survey. A sampling of 291 contact…

“Cloud infrastructure is designed around productivity and integration, which means advanced encryption of all data, whether it’s in transit or…

“Make sure leadership and support staff understand what you measure, why you measure it, and which actions are expected in…