Running a call center is about more than just answering phones. Every call, every second of talk time, and every interaction ...

At the recent Genesys Xperience, CEO Tony Bates laid out the evolution of AI for his firm's home ground, from perception to ...

“People analytics has been around for a while,” says Rebecca Wettemann, founder, CEO, and principal analyst of Valoir, who notes that in the HR domain, analytics has largely been restricted to ...

End-of-year and holiday events can put enormous strain on digital systems; October is a critical window to test, tune and ...