How an Intelligent Front Door Helps You Ease into AI
“The process of determining what to automate can be a journey because there are so many places to start. I am going to show and discuss a small roadmap example that’s universal to any type of business. A few real-world examples of where to start with AI are an...
Exploring Virtual Reality for Empathy Training
Sam, a Fidelity Investments associate in one of the customer contact centers, removed the headset and handed it back to me. I had just taken him through our latest virtual reality (VR) prototype, which uses empathy training to guide new employees through a virtual...
Botman versus SuperAgent: The Dawn of a New Contact Centre
Movie theaters have been packed with superhero movies lately. Many of these pit humans against machines in a fight to the death. Is the contact center industry undergoing a similar battle – as “Botman” (automation, self-service and chatbots) is pitted against...
Join Your Colleagues on the Customer Engagement Leadership Council
Navigate the new era of customer engagement with confidence — and reap the rewards The Customer Engagement Leadership (CEL) Council, a Frost & Sullivan Professional Development Community, is the world’s foremost member-driven, global business...