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If you were asked to trace the journey of the modern traveler where would it go? Their phone will let them breeze through an airport, they may book an Airbnb in a trendy neighborhood or they&rsquo...

The benefits of cloud migration and cloud-based tools—faster deployment times, cost savings, scalability, true omnichannel and more—are clear for many contact center leaders. What&rsquo...

Throughout their buying journeys, customers often have questions about a product or service that require assistance from a company representative. But here’s the kicker – they would...

New research finds that customers increasingly want their voices heard by brands, literally. Capgemini Research Institute’s Smart Talk: How organizations and consumers are embracing voice and...

Consumers today live on their mobile devices. They are spending more time on messaging apps like Facebook Messenger, Snapchat, WhatsApp, and others. Naturally, companies want to be part of these...

The benefits of being a data-driven organization read like a business leader’s wish list: Predictive customer engagement, more efficient operations, and better-informed business decisions....

It’s morning, and you ask Siri to find local cafes. A chatbot takes your order on your phone, and where an autofill inputs your email. Whether or not we always know it, automation has become...

For 2020, the implementation of contact center automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the competition. Technological...

Let’s start our story with a man named Jim. A coffee connoisseur, Jim opens a café where he whips up a great cup of coffee but isn’t exactly skilled at brewing up good customer...

Employers can’t afford to be complacent when it comes to retaining great employees. However, certain jobs, especially routine-based jobs with few growth opportunities, have notoriously high...