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Article
The Biggest Customer Service Trend of 2020? Phone Support
By: Mark Abramowitz  |  Published: July 31, 2020
Sponsored Post: The COVID-19 pandemic caused a spike in the demand for customer service over the phone. Unfortunately, many companies are challenged to deliver it effectively — especially now. And according to... Read More
Article
Turn your Help Center Into an Invaluable Resource in 3 Steps
By: Mark Abramowitz  |  Published: July 29, 2020
Sponsored post: Throughout the pandemic, customers have understandably had a lot of questions. Their first stop for answers? Think search engines. Salesforce research found that customers are most likely to go to... Read More
Webcast
The Present and Future of Contact Centers: Blended Intelligence
By: Salesforce  |  Published: July 22, 2020
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Article
In Pre-pandemic Crises, Contact Centers Have Long Relied on CXone
By: Lauren Tuthill  |  Published: July 22, 2020
Sponsored Post: Disaster planning and recovery, business continuity, working remotely and now working from home. As these terms increasingly dominate the vernacular around business operations and preparedness, a diverse community of companies... Read More
Article
4 Easy Ways to Support Agents From Virtually Anywhere
By: Mark Abramowitz  |  Published: July 15, 2020
Before widespread work-from-home policies, many service organizations were considering distributed contact centers. They provide flexibility for agents, create the ability to span a workforce across geographies, and reduce overhead costs. Now, as... Read More
Article
Agents vs Robots – Should It Really Be a Fight?
By: Steve Bederman  |  Published: July 15, 2020
The notion of robots taking over our jobs is as old as the notion of AI itself. However, even though successful businesses have proven time and again that human workers are still... Read More
Article
Five Tips to Successfully Integrate Chatbots in Customer Service
By: Bob Furniss  |  Published: June 18, 2020
I think the first time I spoke about the future of AI and chatbots was the ICMI conference in 2015. The slide read, “The future as we see it: Chat, social media,... Read More
Webcast
Mitigating the Risks and Human Costs of Authentication Failure
By: SecureLogix  |  Published: May 20, 2020
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Article
A Best Practice Framework for A Successful Contact Center Agent at Home Strategy
By: David Wasserman  |  Published: May 11, 2020
Sponsored post:  As the world continues to adapt to the impacts of the recent crisis, organizations and employees alike must adjust to a reality that is both more fluid as well as... Read More
Article
A Cloud Foundation Enables a Contact Center Work From Home Strategy
By: David Wasserman  |  Published: May 06, 2020
Sponsored post: Clearly in the last few months, contact centers were focused on ensuring the safety of their employees by moving everyone to work from home very quickly, while trying to keep... Read More
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