When Customer Service Goes Remote
The recent pandemic upended businesses everywhere. Employees confined to their homes, lowered customer spending, and uncertainty are to be blamed.
However, customers still...
eBook: The 7 Most Critical Soft Skills for Contact Center Agents
Soft skills are traits that enable contact center agents to relate to and connect with customers. They’re made up of a variety of intangible characteristics and...
Your Comprehensive Guide to Semantic Search Engines
Customer support holds paramount importance for business survival. People nowadays are inclined towards self-serving and speaking of self-service, it isn’t really...
eBook: The Future of Quality Assurance in the Contact Center
Advances in artificial intelligence, machine learning, and speech analytics are transforming the contact center as we know it, at every level of the organization.
Understanding...
Cognitive Search for SharePoint
SharePoint is a renowned and potent collaboration platform. It works flawlessly within the Microsoft ecosystem. And that’s where the problem lies. A lot of organizational...
Isolated Castles: Incident Response in the New Work From Home Economy
This paper discusses the challenges for incident handlers to respond to breaches in the new work-from-home economy and what tactics, techniques, and tools can be used...