Posts by: Roy
Transcription: The Hidden Weapon To Accelerate Transformational Change
Original article available here. Transcription: The Hidden Weapon To Accelerate Transformational Change Artificial intelligence is now making real-time transcription and speech analytics investments in contact centers meaningful because it allows customer experience (CX) operations to…
- Nov 11
8 Ways to Avoid Call Center Agent Burnout Intensified During a Crisis
Original article available here. 8 Ways to Avoid Call Center Agent Burnout Intensified During a Crisis The coronavirus has changed work as we knew it for the foreseeable future. Many companies have moved to remote…
- Nov 05
Why speech analytics are key to contact centre success post-pandemic
Original article available here. Why speech analytics are key to contact centre success post-pandemic Customer expectations have changed hugely as a result of the global pandemic, placing more emphasis on the role of the contact…
- Oct 30
How to Manage Your Call Center Outsourcing Partner Properly
Original article available here. How to Manage Your Call Center Outsourcing Partner Properly 1. Do Not Treat Your Outsourcer Like a Vendor Your relationship with your BPO is too important to treat like a vendor….
- Oct 26
Speech Analytics Market worth $3.8 billion by 2025
Original article available here. Speech Analytics Market worth $3.8 billion by 2025 CHICAGO, Oct. 20, 2020 /PRNewswire/ — According to a new market research report “Speech Analytics Market by Component (Solutions (Indexing & Query, Speech Engine) and Services), Application…
- Oct 22
3 Ways Contact Centers Will Be Different in the Future
Original article by Dave Michels available here. 3 Ways Contact Centers Will Be Different in the Future Soon, they’ll be missing three big things: hold, operating hours, and the PSTN. Last July, I wrote “Five…
- Oct 21
Top tech trends for 2021: Gartner predicts hyperautomation, AI and more will dominate business technology
Original article available here. Top tech trends for 2021: Gartner predicts hyperautomation, AI and more will dominate business technology Operational resiliency is key as the COVID-19 pandemic continues to change how companies will do business…
- Oct 20
The Amazing Ways Duolingo Is Using Artificial Intelligence To Deliver Free Language Learning
Original article available here. The Amazing Ways Duolingo Is Using Artificial Intelligence To Deliver Free Language Learning It’s a challenge to learn a new language, especially once we’re past 18 years old. But Duolingo, self-proclaimed as…
- Oct 16
Global Contact Center Industry Meets COVID-19 Challenge with Remote Work, Automation, AI
Original article available here. ISG Provider Lens™ report finds providers with digital capabilities, including cloud platforms, held strong advantage when responding to sudden changes in call volumes STAMFORD, Conn., Oct. 12, 2020 (GLOBE NEWSWIRE) —…
- Oct 13
Call Center Technology Conundrum: The Future is Flexibility
Original article available here. Call Center Technology Conundrum: The Future is Flexibility As ops continue to accelerate, intelligent call center technology must be leveraged to deliver continued cost savings & keep up with increasing demands….
- Oct 09
Latest Post
How AI Can Transform Contact Centers’ Unstructured Content
- March 18, 2021
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Google Brain Introduces Symbolic Programming + PyGlove Library to Reformulate AutoML
- February 5, 2021
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How Call Centers Can Thrive by Successfully Managing the Unexpected with AI
- January 8, 2021
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10 Unique Use Cases for Speech Analytics
- December 14, 2020
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