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We have expanded and enhanced our Robotic Automation community to integrate with one of the largest global networks for RPA education and enablement, supporting the growth and professional development of the RPA industry.

Last month, I moved into a new apartment. I will cut short on the process and just focus on one part, I still had to call half dozen service providers to update my address. But that’s not what frustrated me the most! To me, the burden was to call to change the address AND to call again to request for my services to be connected to the new flat. I just didn’t understand why I need to call twice and talk to different departments – the utilities, the cable providers, the subscriptions, they have all the information they need! They should be able to make it an automatic part of their offering: if they know I changed my address, they can anticipate the needs that come with it, and be proactive. In 2019, do we still need to spell it out every time?

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Wouldn’t you make sure that agent was great “brand ambassador” material? Many companies, especially those with no brick and mortar presence, are in this very position. Contact center agents have a significant impact on customer experience…

For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. Outbound calls and texts are used in a variety of ways, such as to preempt situations or to keep customers up-to-date. They are often used to remind customers about important or upcoming appointments,…

The ultimate value of independent research reports hinges on the depth and breadth of their approach to the subject at hand. Is the field of evaluated call center software vendors broad enough? Were the criteria evaluated rich enough? And maybe most importantly, were the outcomes directly relevant to the audience’s needs? In the case of Forrester Research and…

When it’s time to upgrade your contact center software to be cloud-based, one of the biggest headaches is doing the homework on viable solutions. It’s the start of a new year, and like many other organizations, you’re probably knee-deep in the process of planning and budgeting to meet the strong business goals you’ve set—or that have been…

Looking into 2019, with the help of Artificial Intelligence (AI), enterprises will take data analysis to the next level. AI will help transform the technology landscape. Whether providing useful self-service tools, or offering detailed help through live agents, call centers make effortless customer experience one of their highest priorities.