Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. Henry Jinman explores 7 ways to turn your contact centre agents into superheroes using conversational AI… Continue reading Artificial Intelligence: friend or foe? →

IT professionals are easy to please so why is life so complicated? Dave Hoekstra at Calabrio explores the niggling doubts that can get in the way of building an efficient Workforce Management (WFM) framework… Continue reading Top 7 questions IT professionals ask about WFM →

As the digital revolution has provided consumers with more information, so their relationship with vendors that they purchase products from has fundamentally changed. Power is now firmly with the buyer; and this means customer experience is the new battleground on which businesses thrive or die… Continue reading The importance of voice in the moments that matter →

In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience. Ben Willmott at Teleopti advocates the comfortable middle ground using automated Workforce Management to improve agent occupancy and reduce shrinkage. Continue reading 5 Ways to strike the right balance: Occupancy and Shrinkage →