Will Technology Replace the Agent?

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize… [6 Minute Read]

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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 forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment… [6 Minute Read]

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AI technologies in the contact center have dominated discussions in our industry for the past several months: Are contact centers ready for AI technology; is AI technology ready for the contact center; and…

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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 that align with your company culture, you can start to make a difference… [4 Minute Read]

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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 is a continuing problem… [5 Minute Read]

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The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with… [5 Minute Read]

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ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and… [4 Minute Read]

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Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping… [5 Minute Read]

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For decades, patients have had limited options for accessing healthcare services, scheduling appointments, or even paying bills. The traditional healthcare journey for a patient looked something like the following scenario… [4 Minute Read]

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Senior Consultant

Senior Project Lead