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...
by Brad Richards | Jun 5, 2019 | Technologies, Trends
For Contact Centers, Time Is Big Money 04 JUNE 2019 By: Brad Richards Over the last decade, advances in cloud computing, algorithms and machine learning, voice transcription, and business metrics (from Net Promoter Scores, to Customer Satisfaction, Customer Effort,...
by Edward Clark | Jun 3, 2019 | Technologies, Trends
The ABCs of Conversational Behavioral Analytics: Words & Tone of Voice Matter 03 JUNE 2019 By: Edward Clark The way we connect and communicate continues to change, but one thing is for certain: we’re more digitally connected as individuals and businesses and a...
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