What WFH Challenges Do Contextual Knowledge and Conversational Guidance Solve? Agents When working work from home, agents do not have the luxury of walking over to the proverbial next cube for…
AI Reasoning Guides Customer Service When it comes to knowledge technologies for customer engagement, Case-Based Reasoning (CBR) tops the list in guiding not only search but also decisions and process.…
George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are…
I’m not a big fan of Madonna’s acting talent—I have not even seen any of her movies. However, I get reminded of one of her 80’s movies titled “Desperately Seeking”…
According to Accenture’s Global Consumer Pulse Survey, being “put on hold for a long time” was extremely frustrating or frustrating for 84% of consumers surveyed. As though waiting for the…
If you are a click-and-mortar retailer, why would you not want your cash register to ring loudly on any one of these days? You can even have hybrid blockbuster days…
