Voice Biometrics for the Contact Center: Part 1
Biometrics began as a tool for security and remains today, however, as technology expands, is that safety in danger? Find out.
Biometrics began as a tool for security and remains today, however, as technology expands, is that safety in danger? Find out.
In Part 3: Leslie O’Flahaven talks about how AI will impact how agents communicate with customers and the impact it will have on CX scores.
People, Process & Technology – and the Intersection of AI: Part 2
People, Process & Technology – and the Intersection of AI: Part 1
Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and
From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs
A challenge our clients frequently encounter is difficulty keeping their contact centers staffed efficiently with the right balance of experienced associates and new hires. Attrition
This article was originally published on Contact Center Pipeline and can be viewed here. While many jobs come with a fair amount of stress, few
This article was originally published on Contact Center Pipeline and can be viewed here. Customer needs, current and future labor shortages, and WFH demand savvier
The COVID-19 pandemic unleashed an overwhelming burden on hospital systems and medical professionals. Tragically, many suicidal deaths among healthcare professionals have been tied to the
Ensuring scheduling efficiencies while carefully considering the needs of associates is a difficult balancing act even for a sophisticated Workforce Management team. Effective workforce staffing
Workforce Management (WFM) Capacity Planning is all about making sure you have the right people hired and trained in the appropriate skill set when they
