As businesses of all sizes increasingly adopt hybrid or mobile work, teams that collaborate are often distributed around town—or around the globe. Although many organizations are relying on mobile devices to improve productivity and collaboration, project management teams often must juggle a broad range of tools, apps, and online services to perform all their work […]
Read →
The state of security is highly adrenalized these days — more so than usual. Years into the deadly and disruptive global pandemic, not only are we still seeing more attacks, we’re also seeing more breaches, as the way many of us work continues to evolve. New global research conducted by Splunk and the Enterprise Strategy […]
Read →
Nonprofits are the unsung heroes of communities around the world—and they deserve access to technology that helps them make the most impact. This research paper will be invaluable for nonprofit leaders looking for tech strategies with the most potential to help them advance their missions with limited resources. Learn best practices of AI “Pacesetters” already […]
Read →
The people who buy enterprise software, industrial equipment or professional services are the same people who order groceries with one tap, track packages in real time and get instant answers from their bank’s app. At home, they enjoy fast, personalized, self-service experiences. At work, they often face slow quotes, confusing portals, disconnected account teams and […]
Read →
CX leaders often face a frustrating paradox. They have more customer data than ever, from satisfaction scores and Net Promoter Score to contact volumes, sentiment analysis and journey analytics. Yet when budgets are set, customer experience investments are frequently treated as discretionary. Executives nod at rising satisfaction scores, then fund the initiatives with clearer financial […]
Read →
Contact centers have long struggled with high attrition, and the cost is substantial. Every departing agent means recruiting, hiring and weeks of training before a replacement reaches full productivity, while customers experience the inconsistency of a constantly changing workforce. Burnout is a major driver. Agents face repetitive work, demanding customers, tight performance metrics and clunky […]
Read →
As AI agents take on more customer conversations, the moment of handoff to a human has become one of the most important points in the customer journey. Get it right, and customers barely notice the transition. Get it wrong, and you create the experience customers hate most: repeating themselves, waiting in a queue after already […]
Read →
Workforce management has always been the discipline of putting the right number of agents, with the right skills, in the right place at the right time. For decades, the core math stayed relatively stable: forecast contact volume, estimate handle times, apply service level targets and calculate staffing. AI agents break that model. When a growing […]
Read →
Traditional contact center quality management has a sampling problem. Quality analysts typically review only a tiny fraction of interactions, often just a few calls per agent per month, selected randomly or based on hunches. The rest go unseen. Agents are evaluated on a sliver of their work, coaching is based on anecdotes, and systemic problems […]
Read →
For most of the last decade, contact center automation meant decision-tree chatbots and IVR menus. Customers learned to hate them. They answered a narrow set of questions, misunderstood anything phrased unexpectedly, and too often trapped people in loops before finally offering a phone number. AI agents are a different technology with different implications. Built on […]
Read →
By the time most companies learn a customer is unhappy, it’s too late. The cancellation request arrives, the renewal isn’t signed, or the customer simply stops buying. Exit surveys explain why after the fact, but they rarely save the relationship. AI-driven churn prediction changes the timeline. By analyzing patterns across behavior, service interactions and sentiment, […]
Read →