workforce management

American rock band Boston’s 1976 debut album still holds the record for highest-selling debut album ever with 17 million copies sold. What most people don’t know is that the record was years in the making, and almost all instruments were recorded by a single individual – founder and leader, Tom Scho…

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.” “I need to modernize my customer and agent experiences to remain competitive.” “I need easy access to cloud-based applications that work seamlessly with my…

Transforming the Customer and Agent Experience with Artificial Intelligent Contact Center Integration I recently delivered a session at Cisco LIVE Barcelona end of January that offered a view of the new Cisco architecture underlying the integration of Contact Centers with artificial intelligence (AI…

Delivering superior customer experiences is more important now than it has ever been for companies of all sizes.  In a study by Bain & Company, a 10x disparity was found between how brands perceive their customer service and how customers perceive that same service.  Their survey of 362 firms fo…

Artificial Intelligence and Translational Services The world is flattening; thus, with the business becoming increasingly global, the existing language barriers demand new solutions across vertical markets, especially when dealing with a company to a consumer. Europe, with its 24 official different…

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. Some businesses have near and long-term plans to move to the cloud.  According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center with…

Formula one driving has a few things in common with a call center. Leading racers have stated  “to go fast, you first have to go smooth”. There are important elements to racing that apply to running a contact center.  Looking ahead, understanding the changes in the road, maintaining focus, staying a…

Vaunted NASA engineer Gene Krantz, who directed the Apollo and Gemini space missions, was credited with coining the phrase “failure is not an option” in regards to solving the challenge of getting the Apollo 13 astronauts back to Earth safely. Is the same true for contact centers?…

A few weeks ago at Cisco Live, I had the pleasure of spending time with many of our customers, partners, and colleagues sharing our contact center portfolio vision and product innovation strategies. The feedback has been extremely positive with excitement and anticipation as our portfolio continues…