To drive First Contact Resolution (FCR), organizations must pivot from compliance-heavy checklists to outcome-driven QA ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

In today’s world of customer service, the use of digital messaging channels is steadily rising, so it’s easy to overlook how central voice and telephony are for connecting brands to their customers.

In this episode of eSpeaks, Jennifer Margles, Director of Product Management at BMC Software, discusses the transition from traditional job scheduling to the era of the autonomous enterprise. eSpeaks’ ...