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Contributed Articles

Should your next big hire be a chief A.I. officer?

As companies increasingly turn to artificial intelligence to communicate with customers, make sense of big data and find answers to vexing questions, some say it's time to think about hiring a chief A.I. officer.
[Full Article]   May-02-2017

 

IoT-Brand Building Opportunity for Customer Service Organizations

Whether consumers have heard of IoT or not, they will increasingly experience it in their daily lives in the near future. The challenge for contact center executives will be how to manage all of this new connectivity without adding customer service complexity.
[Full Article]   Mar-24-2017

 

How CIOs Can Master Key Tech Trends to Drive Change

Accentures 2017 Technology Vision looks at IT trends and innovations that people will apply to shape business in the next three years. Lets explore how CIOs should establish core competencies that align with these trends to become an agent of change in the digital era.
[Full Article]   Mar-17-2017

 

When It Comes To Onboarding New Agents, Avoid the Sink or Swim Approach

Sink or swim suggests one succeeds or fails by their own effort. Tell me, is this the approach youd take when on-boarding new agents? I hope not! Yet, when it comes to on-boarding, a flawed approach results in a sink or swim approach.
[Full Article]   Feb-14-2017

 

Reducing Contact Center Agent Stress

For anyone who has worked in customer service, or in a contact center in general, mental stress is all too common. However, a contact center, as an organization, can always make adjustments to their policies and procedures, and managers possess the ability to directly influence the general mood and level of engagement within their department.

[Full Article]   Jan-30-2017

 

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