by Johnny Rosa | Feb 25, 2021 | Blog
Visual IVR Is Emerging as a Key Digital Transformation Solution in 2021 The COVID-19 pandemic rapidly accelerated digital transformation in every industry last year. The importance of robust self-service solutions, agile integrations, digital access, and modernizing...
by Mark Pendergast | Feb 16, 2021 | Blog
How One Digital Improvement Can Transform Patient Outcomes in 2021 From large hospitals to specialist clinics, healthcare providers work hard every day to help patients heal. One of the biggest hurdles medical staff in all departments face is patient preparedness and...
by Mark Pendergast | Jan 29, 2021 | Blog
The 2021 Paradigm Shift Changing the BPO and BPS Business When companies pivoted their workforce to work from home (WFH) to keep everyone safe during the COVID-19 outbreak, workflows changed. Businesses truly realized the value in being able to adapt processes and...
by Johnny Rosa | Jan 15, 2021 | Blog
Five Critical KPIs When Considering Self-Service Self-service has firmly planted itself at the core of contact center digital transformation projects. Streamlining repetitive or cumbersome activities improves the customer experience, and impacts the employee...
by Johnny Rosa | Jan 7, 2021 | Blog
Four Keys to Customer Service Success in 2021 After the upheaval of 2020, customer service leaders entering 2021 must focus on four critical functions to guarantee customer satisfaction this year. Each aspect plays an important role in the overall customer service...
by Yossi Abraham | Dec 17, 2020 | Blog
Automation Isn’t For Everything (But It Is For A Lot) The Pareto principle proposes that for many events, 80% of the effects come from 20% of the causes. The principle has been tested by many industries and businesses around the world and has proven to be true for...
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