“Build versus Buy” for Omni channel Contact Center AI Applications
The question of whether to build or to buy is a heavy one to weigh. It’s a dilemma that many business owners and digital leaders face at some point. There is another added level of complexity, the uncharted territory and relatively new area of Natural Language...
Crowdsourcing – A Modern Agent Job Description for a New Business Landscape
Moderated by: Arnell Davis Senior Director, Enterprise Service Center Bristol-Myers Squibb Company Moderated by: Fred Kleiman Vice President, Customer Service AMC Networks...
The New Path Forward: Media and Entertainment Leaders Lean into Digital and Remote-first Agents
The media and entertainment market has repositioned its content to allow customers to stream at home or from anywhere. The extended duration of the COVID-19 pandemic has affected every industry in different ways. For some digital-native companies, lockdowns, and other...
Your Long-Term Strategy Begins with a Plan
Janet Solomon was the opening headliner at the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, where she shared the essential insights and strategic take-aways below. This summary will be included in the Executive MindXchange...