Calabrio

JANUARY 6, 2016

As more agents are working remotely, in different countries, different time zones and in different languages, the contact center’s systems—for workflow, CRM, analytics—will have to be more tightly integrated. Prediction #3: Self-service is the key to success. Prediction #4: Everyone must be an expert – in something.

Contact Center 53

Contact Center Analytics Self service Wireless 53

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Contact Center and CX Research and Reports. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Pointillist

OCTOBER 22, 2018

Today, the utilization of speech data is largely confined to recording call center transcripts. But with the advent of what is now being called artificial emotional intelligence or Emotion AI, machines can detect emotions from multiple channels—just the way humans do. Dashboards are not made for self-service.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40