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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »
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Webinar Applying The Forrester Wave™: Cloud Contact Center Vendors, Q3 2020
September 15, 2020 | Art SchoellerWant an agile contact center? Then shift to contact-center-as-a-service (CCaaS) where more integrated software suites operated as a service allow for more rapid changes to customer experiences,...
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Webinar Predictions 2020: Customer Service
The Year That Automation And AI Reshape Customer Service
Join us to explore the (often unexpected) impacts of AI and automation in 2020 and beyond. From remaking contact center labor models to changes in the way customer service work is done, 2020 will...
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Report Predictions 2020: Customer Service
Automation Remakes The Contact Center Organization
We've survived the hype storm around chatbots . . . barely. 2020 will mark the beginning of the concrete alterations that AI beyond chatbots will make to customer service and contact center groups....
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