AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do...
Read More >>>Tag Archives: technology
How Generative AI Will Transform Contact Centers and Shape Your Career
The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center...
Read More >>>Important Lessons for Leveraging Technology
With a clear vision and sound processes, the right technology solutions tend to come into focus. Some improvements will be incremental—small wins here and there—and...
Read More >>>Leveraging technology for improved customer experience
With a clear vision and sound processes, the right technology solutions for your customer experience efforts tend to come into focus. Some improvements will be...
Read More >>>Tech Leadership – For Non Techies
There are many technologies that can support and enable customer service. Many. A ton. And there are myriad decisions to be made around suppliers and...
Read More >>>Thoughts on Customer Experience, Agent Skills and Artificial Intelligence
The ICMI Contact Center Expo in Fort Lauderdale, Florida is coming up quickly from May...
Read More >>>The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission
New technologies are not passive — they are changing customer expectations, causing reallocations of resources,...
Read More >>>The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission
New technologies are not passive — they are changing customer expectations, causing reallocations of resources,...
Read More >>>