by Joe Galvin | Jan 7, 2019 | Trends
At the Intersection of CX & AI: 10 Trends for 2019 07 DECEMBER 2018 By: Joe Galvin Welcome to the new year, and to the continued acceleration of innovation as the CX technology landscape continues to evolve – and the value of customer data continues to rise. There...
by Joe Galvin | Dec 18, 2018 | Technologies, Trends
Telemedicine is Inevitable and Creating New Compliance Challenges for Providers 18 DECEMBER 2018 By: Joe Galvin It’s been over twenty years since the U.S. Congress passed the Health Insurance Portability and Accountability Act (HIPAA). Five years ago, the Omnibus Rule...
by Joe Galvin | Dec 7, 2018 | Technologies, Trends
Canadians Fight Back Against Service Providers as Telecom, Internet and Now TV Services Falter 07 DECEMBER 2018 By: Joe Galvin Canada’s federal watchdog for telecom complaints, the Commission for Complaints for Telecom-Television Services, said last month it is...
by Joe Galvin | Nov 26, 2018 | Technologies
Voice Analytics Just Got Exponentially Smarter, And Why Contact Center Operators Should Care 26 NOVEMBER 2018 By: Brad Richards The contact center industry has long been driven by analytics, capturing oceans of data based on everything from menus to call detail...
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