white-papers the-future-of-ai-for-contact-centers 
Callminer
FEBRUARY 4, 2021
Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee. One thing contact centers need to get better at is…”.
Fonolo
JANUARY 20, 2020
Few people find joy in calling the CRA (taxes don’t exactly suggest celebration), but things become worse when citizens are unable to contact them at all. New in Contact Centers. It’s a great time to be a contact center agent in New York state, who seem to be very fond of its telephony workers.
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Fonolo
JANUARY 8, 2020
We covered Zendesk’s acquisition of Smooch here: “ Acquisitions Point to Messaging’s Future in Customer Service.”). There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? Slides are available here and video here.
Fonolo
SEPTEMBER 6, 2018
Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) These technological breakthroughs point toward a future with remarkable changes in the customer service landscape.
Callminer
SEPTEMBER 14, 2020
Business analysts play an integral role in any industry, but they’re especially vital in call center operations. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with. Allan Borch. Van Goodwin. Carol Tompkins.
Fonolo
APRIL 2, 2019
We share a lot of diverse content, including lists of industry reports , links to discussion groups , and our own white papers. Last month’s Enterprise Connect conference was Amy’s debut appearance as part of the Cisco Collaboration team (the division that includes their call center business). I won’t spoil it here.
Fonolo
JANUARY 8, 2020
We covered Zendesk’s acquisition of Smooch here: “ Acquisitions Point to Messaging’s Future in Customer Service.”). There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? Slides are available here and video here.
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