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 Joe Galvin | Jun 25, 2019 | Technologies, Trends
With a 3 to 1 Proven ROI on Contact Centers for Online Health Services, It’s No Wonder Insurance Companies are Investing 25 JUNE 2019 By: Joe Galvin The vision for healthcare delivered more efficiently via virtual visits (using voice, video and online...
by Shrey Fadia | Jun 13, 2019 | Technologies, Trends
Will the Right Combination of Platforms and People Drive the Next Generation of Customer Service? 13 JUNE 2019 By: Shrey Fadia Recently hired Genesys CEO Tony Bates comes to Denver this week for Xperience19, bringing together thousands of customers, partners and...
by Juhi Fadia | Jun 13, 2019 | Technologies, Trends
Blending High Tech and High Touch, New CX BPO Launched at Genesys Xperience 19 13 JUNE 2019 By: Juhi Fadia Even as companies in the contact center and “CX” industry continue to push self-service, chatbots, social messaging apps and “automation” that enable machines to...
by Shrey Fadia | Jun 6, 2019 | Technologies, Trends
Can Software Truly Improve Performance and Outcomes for Large Contact Center BPOs? 05 JUNE 2019 By: Shrey Fadia According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers...
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