by Juhi Fadia | Aug 12, 2019 | Technologies, Trends
Contact Centers Excel in Times of Crisis, Driving New Innovations in Customer Experience 12 AUGUST 2019 By: Juhi Fadia Given the effectiveness of customer self-service, chatbots, and the growing field of Robotic Process Automation (RPA), live human support is becoming...
by Brad Richards | Aug 7, 2019 | Technologies
With Massive Enterprises to Support, Contact Center BPOs Turn to Big Data Analytics to Drive Competitive Differentiation 07 AUGUST 2019 By: Brad Richards As the Contact Center and CX BPO industry continues to grow, big data is more valuable than ever. Why? In one word...
by Brad Richards | Jul 22, 2019 | Technologies, Trends
To Be or Not to Be: How BPOs Can Arise Out of Commoditization to Competitive Strength 22 JULY 2019 By: Brad Richards The Customer Care Business Process Outsourcing (BPO) industry is predicted to grow steadily and substantially over the next several years, yet for many...
by Juhi Fadia | Jul 10, 2019 | Technologies, Trends
What AI Can and Cannot Do for CX: The Next Generation Balancing Act of Data and Humans 10 JULY 2019 By: Juhi Fadia Along the hype cycle in the world of CX, Artificial Intelligence (AI) and its cousins Natural Language Processing (NLP) and Deep Machine Learning (DLM)...
by Edward Clark | Jul 9, 2019 | Technologies, Trends
The Leap from Artificial Intelligence to Authentic Insights: Genuine Connections Can’t Be Automated 09 JULY 2019 By: Edward Clark Let’s not get carried away with the notion that corporations can save billions of dollars by replacing human beings with machines. While...
by Brad Richards | Jun 27, 2019 | Technologies
The Reality of the Robots: Oh, The Humanity 27 JUNE 2019 By: Brad Richards “To protect Humanity, some humans must be sacrificed. To ensure your freedom, some freedoms must be surrendered. We robots will ensure mankind’s continued existence. You are so like...
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