July 7, 2023 Strategy Guide 3 banking fraud mitigation strategies Master the balancing act: Protection without friction to safeguard CX Financial Services and Insurance
June 27, 2023 Blog Bust the myth: AI won’t make hourly workers extinct but it could turn them into superheroes
June 18, 2023 Client Story Advancing a leading U.S. university's natural language processing technology High Tech
June 16, 2023 Customer Strategist Outlook Customer experience is more than meets the AI AI gives users different perspectives from which to build great experiences
June 14, 2023 Glossary Term Workforce Optimization (WFO) Workforce Optimization (WFO) is a strategy organizations use to maximize customer satisfaction with the least operational costs.
June 14, 2023 Glossary Term Workforce Management Workforce Management (WFM) is an all encompassing term surrounding business processes around having the right number of people at the right times to meet estimated call volume expectations.
June 14, 2023 Glossary Term Virtual Agents Virtual Agents (or Intelligent Virtual Assistants) are AI-assisted bots typically used in contact centers or call centers to drive customer interaction without the help of a human agent by leveraging natural language processing (NLP) and natural language
June 14, 2023 Glossary Term Target Operating Model Target Operating Model (TOM) is the desired state for an organization's operating model.
