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In this age of cancel culture, businesses are caught in the crosshairs of consumers who are ready to pull the trigger if they don't approve of what brands do.

Lately when we talk about change, we can’t help but bring up the pandemic: the change accelerator like no other. But the truth is, change was happening long before Coronavirus.

Contact center agents often face long shifts full of repetitive, mind-numbing tasks. That alone can lead to high employee attrition.

In the contact center game, it’s important to keep your eye on the ball – nothing is more important than agent performance.

For more insights into how your contact center agents can enhance AI within the customer journey to create long-term relationships with customers, read the eBook Cheat Sheet for Customer Loyalty.

To ensure superior outcomes from attended RPA adoption, it is imperative to select a solution with enterprise-grade capabilities and evaluate other provider capabilities that are crucial for a successful implementation. Also, be cognizant of the challenges that might hinder organization-wide adoption and learn from the best practices of mature adopters to address these issues and achieve success.

Voice-based authentication involves many interrelated processes involving coordination between contact center agents and fraud investigators. As transactions become an accepted unit of measure, it is important to proceed with caution when pricing seems too good to be true. Beware the trappings of a false economy.