In the midst of technological advancement in contact centers, it pays great dividends to remember people still matter

By Brad Baumunk, President and COO Technology is changing the way we interact with customers at a fierce pace. Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. The one constant, and certainly one that will not change in the immediate future, is that people...

Read More