Contact Centers
How AI Can Transform Contact Centers’ Unstructured Content
Original article available here. How AI Can Transform Contact Centers’ Unstructured Content If your organization is drowning in unstructured content, it’s not alone. IDC predicts 80% or more of global content and data will be unstructured by…
- Mar 18
How Call Centers Can Thrive by Successfully Managing the Unexpected with AI
Original article available here. With call center conditions constantly changing, companies must turn to artificial intelligence technology in order to optimize their operations. Call Centers are constantly dealing with unexpected scenarios, but 2020 has taken…
- Jan 08
How AWS is staking its claim on tomorrow’s contact centers
Original article available here. How AWS is staking its claim on tomorrow’s contact centers AWS unveiled several new ML-based feature updates for its Amazon Connect cloud contact center service that will simplify call agents’ workloads…
- Dec 08
Amazon Brings More Machine Learning to the Contact Center
Original article available here. Amazon Brings More Machine Learning to the Contact Center It’s fair to say the contact center market was one that basically stood still for decades. There were a handful of vendors…
- Dec 03
Coaching sales agents? Use AI and human coaches
Original article available here. Coaching sales agents? Use AI and human coaches Researchers from Temple University, Sichuan University, and Fudan University published a new paper in the Journal of Marketing that explores the growing use of AI…
- Nov 20
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
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
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
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
- [rt_reading_time postfix="mins read" postfix_singular="min read"]
Google Brain Introduces Symbolic Programming + PyGlove Library to Reformulate AutoML
- February 5, 2021
- [rt_reading_time postfix="mins read" postfix_singular="min read"]
How Call Centers Can Thrive by Successfully Managing the Unexpected with AI
- January 8, 2021
- [rt_reading_time postfix="mins read" postfix_singular="min read"]
10 Unique Use Cases for Speech Analytics
- December 14, 2020
- [rt_reading_time postfix="mins read" postfix_singular="min read"]
Recent Comments