At our June 19 executive roundtable in New York to discuss the potential of integrated automation for elevating customer experience, it was clear that the success of any automation program is in large part dependent on enabling humans, not replacing them.
Our extensive research of Global 2000 organizations reveal that less than 30% of enterprises have seen tangible value from emerging technologies across their cloud, AI (artificial intelligence), analytics, edge computing, and blockchain initiatives. However, organizations that “strongly agree” to the...
70:30 is post-pandemic goldilocks ratio of in-office: WFA for contact center services The benefits of digital services are all about being faster, cheaper, and more profitable—and the work-from-anywhere (WFA) economy had a huge impact on call center services. In short,...
