Knowledge Management Is Poised to Keep Companies Informed and Efficient
Artificial intelligence, increases in self-service, and a younger workforce all point to a bigger role for KM solutions
Cloud Contact Center Solutions Continue Upward Trajectory
There's plenty of cloud-based excitement, though proliferation, compliance, and security remain issues.
Speech Analytics Enters Its Next Act—Maturity
Speech and text analytics have become indispensable to the customer journey, and increased adoption and a replacement cycle are the next stage.
Robots Are in Your Contact Center’s Future
Robotics, in tandem with desktop analytics, will drive productivity improvements.
As the WFO Market Evolves, Will Vendors Adapt?
New targets, the demand for personalization, and the need to adjust sales models are among the challenges.
WFM Solutions and Vendors Are Not All the Same
A buyer's guide for a market in which one size does not fit all
Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step
With ever-increasing demands for personalized service, contact centers need workforce management that can adjust to life's uncertainties
Cloud Solutions Are Rising in the Contact Center
Increased reliability, flexibility, and security of solutions make them an increasingly obvious choice
Workforce Optimization Is Under Siege
The sector has slowed of late, but innovation shows a way forward
The AI Revolution in Customer Service
The contact center market is finally ready for virtual bots, and not a moment too soon for self-service
Speech Analytics Can Help Alter the Service Paradigm
To create outstanding and personalized experiences for customers, you have to know them
Workforce Optimization Is Poised for Big Changes
The cloud, integrated suites, and Big Data are transforming the market, and vendors must adapt
Workforce Management’s Best Years Lie Ahead
Back office and branch solutions, as well as channel and scheduling flexibility, will drive growth
Cloud-Based Contact Centers: Bringing Clarity to a Crowded Market
A glut of vendors poses a challenge to buyers
Workforce Optimization's Winners and Losers
As the market moves toward analytics, many solutions will see their growth rev up—but a few will stall
Cloud-Based Contact Centers: The Sky's the Limit
The market is starting to soar thanks to flexibility, cost-effectiveness, and ever-increasing reliability
Speech Analytics Is Important to Your Future
Analyzing what your customers say to agents can have huge operational benefits across an enterprise
The Outlook for WFO: Optimal
The workforce optimization market stays strong, and better analytics and back-office features could make it stronger
Make Choice Your Calling Card
Preference management enables your customers to choose how, and when, to interact
WFM Finds a Better Direction
Algorithms and simulation address a key mathematical challenge